CHAPTER THIRTEEN Service Recovery
LEARNING OBJECTIVES Define a service breakdown Discuss causes of breakdowns Determine why customers leave Identify strategies to prevent customer dissatisfaction Implement frontline service recovery Spot roadblocks to service recovery
Service Recovery occurs when an organization or service provider is able to solve a customer problem, make restitution, and regain trust following a breakdown in service delivery.
Service Breakdowns happen whenever the product or service delivered fails to meet customer expectations.
SERVICE BREAKDOWNS Product or service failed Promise not kept Deadline missed Service not adequate Provider lacks knowledge or skills Customer inconvenienced Customer gets runaround Unprofessional treatment
CAUSES OF BREAKDOWNS (Organizational Factors) Human resources Organization and structure Processes and procedures Product and service design and delivery Internal communications Technological support systems Standards
CAUSES OF BREAKDOWNS (Employee Factors) Communication skills Knowledge Attitude Technical skills
CAUSES OF BREAKDOWNS (Customer Factors) Failure to use information correctly Failure to follow through
REASONS FOR DEFECTION Poor service or complacency Inappropriate complaint resolution Unmet needs Unfair treatment Inadequate systems
PREVENTION STRATEGIES Think like a customer Pamper customers Respect customers Focus customers Exceed expectations
IMPLEMENTING RECOVERY Apologize! Apologize! Apologize! Take immediate action Show compassion Provide compensation Conduct follow-up
ROADBLOCKS TO SERVICE RECOVERY Now listening Lack of respect Poor/inadequate communication Inadequate or outdated materials/ equipment Lack of training Work conflicts