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  • 1. CHAPTER THIRTEEN Service Recovery
  • 2. L EARNING O BJECTIVES
    • 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
  • 3.
    • 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.
  • 4.
    • Service Breakdowns happen whenever the product or service delivered fails to meet customer expectations.
  • 5. 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
  • 6. C AUSES O F B REAKDOWNS (Organizational Factors)
    • Human resources
    • Organization and structure
    • Processes and procedures
    • Product and service design and delivery
    • Internal communications
    • Technological support systems
    • Standards
  • 7. C AUSES O F B REAKDOWNS (Employee Factors)
    • Communication skills
    • Knowledge
    • Attitude
    • Technical skills
  • 8. C AUSES O F B REAKDOWNS (Customer Factors)
    • Failure to use information correctly
    • Failure to follow through
  • 9. R EASONS F OR D EFECTION
    • Poor service or complacency
    • Inappropriate complaint resolution
    • Unmet needs
    • Unfair treatment
    • Inadequate systems
  • 10. P REVENTION S TRATEGIES
    • Think like a customer
    • Pamper customers
    • Respect customers
    • Focus customers
    • Exceed expectations
  • 11. I MPLEMENTING R ECOVERY
    • Apologize! Apologize! Apologize!
    • Take immediate action
    • Show compassion
    • Provide compensation
    • Conduct follow-up
  • 12. R OADBLOCKS T O S ERVICE R ECOVERY
    • Now listening
    • Lack of respect
    • Poor/inadequate communication
    • Inadequate or outdated materials/ equipment
    • Lack of training
    • Work conflicts