Good Service Recovery
CASE 4: Pauli’s Restaurant and Microbrewery
Draft a response to this customer. Analyze the responses of your classmates. What makes a good “service recovery” response. Develop some general guidelines.
A. Response Letter:
Dear Sir/Ma’am,
I am writing in response to your letter in which you described your disappointment in our service.
I apologize for the treatment you and your family received and want to assure you that it does not reflect the quality of service we strive to maintain. I have already spoken with my employees and am confident this will not happen again.
Please accept my apology. We appreciate your business and look forward to continuing our relationship in the future.
Sincerely,
General Manager
B.
• Apologize and take responsibility for the error or the inconvenience
• Take action with an acceptable temporary solution or give the customer something of value as compensation
• Make a promise to the customer to resolve the problem
• Keep the promise
• Follow-up
• Prevent recurrence
CASE 4: Pauli’s Restaurant and Microbrewery
Draft a response to this customer. Analyze the responses of your classmates. What makes a good “service recovery” response. Develop some general guidelines.
A. Response Letter:
Dear Sir/Ma’am,
I am writing in response to your letter in which you described your disappointment in our service.
I apologize for the treatment you and your family received and want to assure you that it does not reflect the quality of service we strive to maintain. I have already spoken with my employees and am confident this will not happen again.
Please accept my apology. We appreciate your business and look forward to continuing our relationship in the future.
Sincerely,
General Manager
B.
• Apologize and take responsibility for the error or the inconvenience
• Take action with an acceptable temporary solution or give the customer something of value as compensation
• Make a promise to the customer to resolve the
Draft a response to this customer. Analyze the responses of your classmates. What makes a good “service recovery” response. Develop some general guidelines.
A. Response Letter:
Dear Sir/Ma’am,
I am writing in response to your letter in which you described your disappointment in our service.
I apologize for the treatment you and your family received and want to assure you that it does not reflect the quality of service we strive to maintain. I have already spoken with my employees and am confident this will not happen again.
Please accept my apology. We appreciate your business and look forward to continuing our relationship in the future.
Sincerely,
General Manager
B.
• Apologize and take responsibility for the error or the inconvenience
• Take action with an acceptable temporary solution or give the customer something of value as compensation
• Make a promise to the customer to resolve the problem
• Keep the promise
• Follow-up
• Prevent recurrence
CASE 4: Pauli’s Restaurant and Microbrewery
Draft a response to this customer. Analyze the responses of your classmates. What makes a good “service recovery” response. Develop some general guidelines.
A. Response Letter:
Dear Sir/Ma’am,
I am writing in response to your letter in which you described your disappointment in our service.
I apologize for the treatment you and your family received and want to assure you that it does not reflect the quality of service we strive to maintain. I have already spoken with my employees and am confident this will not happen again.
Please accept my apology. We appreciate your business and look forward to continuing our relationship in the future.
Sincerely,
General Manager
B.
• Apologize and take responsibility for the error or the inconvenience
• Take action with an acceptable temporary solution or give the customer something of value as compensation
• Make a promise to the customer to resolve the