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Chap013 Alternative


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Chap013 Alternative

  1. 1. CHAPTER THIRTEEN Service Recovery
  2. 2. L EARNING O BJECTIVES <ul><li>Define a service breakdown </li></ul><ul><li>Discuss causes of breakdowns </li></ul><ul><li>Determine why customers leave </li></ul><ul><li>Identify strategies to prevent customer dissatisfaction </li></ul><ul><li>Implement frontline service recovery </li></ul><ul><li>Spot roadblocks to service recovery </li></ul>
  3. 3. <ul><li>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. </li></ul>
  4. 4. <ul><li>Service Breakdowns happen whenever the product or service delivered fails to meet customer expectations. </li></ul>
  5. 5. SERVICE BREAKDOWNS <ul><li>Product or service failed </li></ul><ul><li>Promise not kept </li></ul><ul><li>Deadline missed </li></ul><ul><li>Service not adequate </li></ul><ul><li>Provider lacks knowledge or skills </li></ul><ul><li>Customer inconvenienced </li></ul><ul><li>Customer gets runaround </li></ul><ul><li>Unprofessional treatment </li></ul>
  6. 6. C AUSES O F B REAKDOWNS (Organizational Factors) <ul><li>Human resources </li></ul><ul><li>Organization and structure </li></ul><ul><li>Processes and procedures </li></ul><ul><li>Product and service design and delivery </li></ul><ul><li>Internal communications </li></ul><ul><li>Technological support systems </li></ul><ul><li>Standards </li></ul>
  7. 7. C AUSES O F B REAKDOWNS (Employee Factors) <ul><li>Communication skills </li></ul><ul><li>Knowledge </li></ul><ul><li>Attitude </li></ul><ul><li>Technical skills </li></ul>
  8. 8. C AUSES O F B REAKDOWNS (Customer Factors) <ul><li>Failure to use information correctly </li></ul><ul><li>Failure to follow through </li></ul>
  9. 9. R EASONS F OR D EFECTION <ul><li>Poor service or complacency </li></ul><ul><li>Inappropriate complaint resolution </li></ul><ul><li>Unmet needs </li></ul><ul><li>Unfair treatment </li></ul><ul><li>Inadequate systems </li></ul>
  10. 10. P REVENTION S TRATEGIES <ul><li>Think like a customer </li></ul><ul><li>Pamper customers </li></ul><ul><li>Respect customers </li></ul><ul><li>Focus customers </li></ul><ul><li>Exceed expectations </li></ul>
  11. 11. I MPLEMENTING R ECOVERY <ul><li>Apologize! Apologize! Apologize! </li></ul><ul><li>Take immediate action </li></ul><ul><li>Show compassion </li></ul><ul><li>Provide compensation </li></ul><ul><li>Conduct follow-up </li></ul>
  12. 12. R OADBLOCKS T O S ERVICE R ECOVERY <ul><li>Now listening </li></ul><ul><li>Lack of respect </li></ul><ul><li>Poor/inadequate communication </li></ul><ul><li>Inadequate or outdated materials/ equipment </li></ul><ul><li>Lack of training </li></ul><ul><li>Work conflicts </li></ul>