Service Recovery
Service Recovery
Definition of Service Recovery
Service Recovery means that a service breakdown has occurred and the problem has been corrected to the customers satisfaction
Goal: Help retain customer’s as loyal
Service Recovery
Customers do not expect you to be perfect. They do expect you to fix things when they go wrong.
Creating A Service Recovery
Environment
Be A Role Model
Ask Staff For
Suggestions
Solicit Customer
Feedback
Reward Good
Customer Service
Behavior
Encourage Staff To
Use Their Initiative
Do Not Talk
Negatively About
Customers
Establishing The Procedures for
Service Recovery
Identify the most frequent problems reported by customers
Develop options for problem resolution
Receive training in Service Recovery processes SERVICE BREAKDOWN
Five Reasons Recovery is Critically Important
It keeps the customer loyal
It builds company profitability
It decriminalizes problem identification
It improves service quality awareness and teamwork
It identifies complaints by type & severity
“How To” of Service Recovery
Apologize
Listen, Empathize,
Ask open questions
Fix the problem quickly and fairly
Offer atonement
Keep your promises
Follow-Up
Three Major Outcomes of an
Effective Service Recovery System
It identifies service problems It resolves problems effectively The organization learns from the recovery experience
The Case of the Large Fries
When Hans & Sarah pulled into the drive-through lane of their local fast food restaurant, they expected quick service. Unfortunately, a mechanical problem left them trapped in a growing line of restless customers.
A loyal customer, Hans left the car to alert them of he problem. “Oh, its broke again?” came the indifferent response. “Go back to your car. We’ll fix it”.
A slow 10 minutes later, Hans & Sarah reached the service window. “How about large fries instead of small to compensate us for our inconvenience?” they asked.
“No.” When Hans asked
Definition of Service Recovery
Service Recovery means that a service breakdown has occurred and the problem has been corrected to the customers satisfaction
Goal: Help retain customer’s as loyal
Service Recovery
Customers do not expect you to be perfect. They do expect you to fix things when they go wrong.
Creating A Service Recovery
Environment
Be A Role Model
Ask Staff For
Suggestions
Solicit Customer
Feedback
Reward Good
Customer Service
Behavior
Encourage Staff To
Use Their Initiative
Do Not Talk
Negatively About
Customers
Establishing The Procedures for
Service Recovery
Identify the most frequent problems reported by customers
Develop options for problem resolution
Receive training in Service Recovery processes SERVICE BREAKDOWN
Five Reasons Recovery is Critically Important
It keeps the customer loyal
It builds company profitability
It decriminalizes problem identification
It improves service quality awareness and teamwork
It identifies complaints by type & severity
“How To” of Service Recovery
Apologize
Listen, Empathize,
Ask open questions
Fix the problem quickly and fairly
Offer atonement
Keep your promises
Follow-Up
Three Major Outcomes of an
Effective Service Recovery System
It identifies service problems It resolves problems effectively The organization learns from the recovery experience
The Case of the Large Fries
When Hans & Sarah pulled into the drive-through lane of their local fast food restaurant, they expected quick service. Unfortunately, a mechanical problem left them trapped in a growing line of restless customers.
A loyal customer, Hans left the car to alert them of he problem. “Oh, its broke again?” came the indifferent response. “Go back to your car. We’ll fix it”.
A slow 10 minutes later, Hans & Sarah reached the service window. “How about large fries instead of small to compensate us for our inconvenience?” they asked.
“No.” When Hans asked