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9. service recovery

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9. service recovery

  1. 1. Introduction A disappointed customer does not just go away. He or she goes away and doesn’t come back. He or she may go empty handed but does not go empty headed. That customer at every opportunity will tell that what type of treatment was given to him. It has been found that the impact of word of mouth on a customer’s repurchase decision is twice as important as corporate advertising.
  2. 2. What do unhappy customers want Customers want what they were promised Customers want personnel attention Customers want a decent apology Customers want they should not be made to feel that they are the cause of the problem
  3. 3. Process of handling dissatisfiedcustomer(I) app0logise for the fact that customer is experiencing an inconvenience.(II) Listen, emphathise and ask open questions(III) Offer a fair fix to the problem(IV) Offer some value added atonement for the inconvenience or injury(V) Keep your promise(VI) Follow up

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