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Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Chapter 7 Service Breakdowns and Service Recovery
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7-2 Learning Objectives Define what a service breakdown is Apply knowledge of behavioral styles in difficult customer situations Recognize different types of difficult customers and effectively deal with them Use the emotion-reducing model to help keep difficult situations from escalating
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7-3 Learning Objectives Explain why customers defect Develop effective strategies for working with internal customers Identify strategies for preventing customer dissatisfaction and problem solving
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7-4 Learning Objectives Explain the six steps of the problem-solving model Implement a front-line service recovery strategy, and spot roadblocks to service recovery Discuss the importance of disaster planning initiatives in the service recovery process
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7-5 Service Breakdown Situations when product or service fails to: Meet the customers’ wants or needs Live up to advertised promises or standards
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7-6 Figure 7.2 - Typical Customer Expectations
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7-7 The Role of Behavioral Style Affects the types of things people want and value Helps match customers’ needs with the products and services your organization can provide
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7-8 Difficult Customers Challenge a service provider’s ability to deliver service Require special skills and patience
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7-9 Demanding or Domineering Customers Strategies for dealing with them Be professional and respect the customer Be firm and fair and focus on the customer’s needs Tell the customer what you can do
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7-10 Indecisive Customers Strategies for dealing with them Be patient Ask open-end questions Listen actively Suggest other options Guide decision making
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7-11 Dissatisfied Customer Strategies for dealing with them Listen and take appropriate action Remain positive and flexible Smile, give your name, and offer assistance Be compassionate and empathize without making excuses Ask open-end questions and verify information
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7-12 Angry Customers Strategies for dealing with them Be positive and acknowledge their feelings Reassure Remain objective Listen actively and determine the cause Reduce frustrations Negotiate a solution and conduct a follow-up
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7-13 Figure 7.3 - Positive Wording
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7-14 Rude or Inconsiderate Customers Strategies for dealing with them Remain professional Do not resort to retaliation
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7-15 Talkative Customers Strategies for dealing with them Remain warm and cordial, but focused Ask specific open-end questions Use closed-end questions to control Manage the conversation
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7-16 Figure 7.4 - Emotion-Reducing Model
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7-17 Reasons for Customer Defection Poor service and complacency Inappropriate complaint resolution Unmet needs
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7-18 Working with Internal Customers Strategies to enhance interactions Stay connected Meet all commitments Deal with your emotions Build a professional reputation Adopt a good-neighbor policy
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7-19 Strategies for Preventing Dissatisfaction Think like the customer Pamper the customer Respect the customer Exceed expectations
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7-20 Figure 7.7 - The Problem-Solving Model
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7-21 Implementing a Service Recovery Strategy Customers want the services they receive to be: Seamless Trustworthy Attentive Resourceful
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7-22 Figure 7.8 - Service Recovery Process
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7-23 Disaster Planning Initiatives in the Service Recovery Process Create a preparedness program for the businessIdentify critical business functions and systemsCreate an emergency communications planTest preparedness systems regularlyBuild a disaster preparedness kit
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