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Servise failure experience
1.
Service failure experience
2.
Service failure occurs
when…
3.
… customer’s expectations
are not met
4.
FAMILIAR?
5.
12 positive
experiences to overcome ONE negative
6.
43 % of
dissatisfaction is employees’ inability or unwillingness to respond to service failures
7.
Are ready ?
8.
Are still
ready ?
9.
Dissatisfaction generates anger
10.
emotions should
be dealt with first Otherwise…
11.
It takes months
to find a customer…
12.
… and
seconds to lose
13.
ANYONE can be
here
14.
Negative word- of-mouth
15.
16.
17.
18.
19.
customer must feel
listened to…
20.
… and understood
21.
1.
Service Recovery Scenario Attributes - Hairdresser Setting
22.
I wanted it
shorter…
23.
PAY one
MORE time
24.
1. Apology 2.
Free of charge
25.
2.
Service Recovery Scenario Attributes - Restaurant Setting
26.
… waiter takes
an order…
27.
… out of
the entree
28.
29.
3. Service Recovery
Scenario Attributes - Hotel Setting
30.
… hotel is
over-booked
31.
32.
4. Service Recovery
Scenario Attributes – Car Service Setting
33.
… after check-up…
34.
… order from
abroad…
35.
… delivery took
much more time
36.
37.
Recovery increases customer’s
satisfaction…
38.
… loyalty
and retention
39.
Happy customer
is a repeat customer
40.
“ Ever tried.
Ever failed. No matter. Try again. Fail again. Fail better .“ Samuel Beckett
41.
GOOD LUCK!
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