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The Art & Science of Service Recovery

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How to create a successful Customer Service Recovery Team using both soft skills and set process guidelines.

Published in: Business, Technology
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The Art & Science of Service Recovery

  1. 1. The Art & Science of Customer Service Recovery Michael Pace ART SCIENCE Twitter: @mpace101
  2. 2. Twitter: @mpace101
  3. 3. Service Recovery is not always easy http://www.youtube.com/watch?v=2lw96ajS_Zk&feature=em-share_video_user Twitter: @mpace101
  4. 4. What is Service Recovery? “Service recovery is the art of fixing what went wrong for the customer and mending the damage that error, mistake, or misstep did to your relationship with the customer. Service recovery is about restoring trust when your customer is most vulnerable to doubt.” Chip R Bell & Ron Zemke from “Knock Your Socks Off Service Recovery” Twitter: @mpace101
  5. 5. Service Recovery dramatically increases customer loyalty Twitter: @mpace101
  6. 6. Twitter: @mpace101
  7. 7. Great Service Recovery is a delicate mix of art and science ART Judgment Empowered Associates Customer Service Skills SCIENCE Process Management Guidelines/Governance Integrated Thinking
  8. 8. Service Recovery has immense short term and exponential long term impacts Fix the problem Immediate Customer Time Customers Impacted Fix the root issue Future Customers
  9. 9. The Immediate Customer – Short Term steps to Service Recovery 1. Need to identify who has been impacted 2. Create criteria for which customers you will taken action 3. Develop guidelines for recovery steps 4. Document for performance purposes, risk management, and long term change
  10. 10. Step 1: Need to identify who has been impacted – best places to discover Incident Surveys Quality Monitoring Best immediate, low bias location to identify customers of recovery Call Quality Analysts know when processes have not been followed Continuous cycle of new cases Can hear the tone of the contact Net Promoter Score Surveys Clear detractors and passives identified May be influenced by more than service interaction The Front Lines Customer Service Agents know when an error has been previously made Trick is to get them feeling comfortable to provide examples
  11. 11. Step 2: Create criteria for which customers you will taken action 12345 6789 10 You will not be able to help everyone, so you must develop your action subsets Review your broader strategy: Are you bringing up “the middle” to great or want to look at the fix the worst cases? Or something else? DON’T FORGET TO THANK & POSITIVELY REINFORCE EXCITED CUSTOMERS
  12. 12. Step 3: Develop Guidelines for your recovery steps Track Score Process/Limitations 1. Set up simple tracking mechanisms 2. Score the Severity 3. Provide processes, limitations, and allocations based on severity and customer value 4. Allocate a budget for recovery steps Budget
  13. 13. Step 4: Document for performance purposes, risk management, & long term change Customer Name Customer ID Type (Complaint, Dispute, Low Score, etc..) Source (NPS Survey, Incident Survey, Agent, Escalation, etc…) Process Cause Resolved (Yes/No) Resolution Date Follow Up Date Notes Database or Tracking Mechanism (Excel or Google Docs)
  14. 14. Long Term – Track your Processes and Causes to identify root causes of issues Process Examples Cause Examples Application Accuracy Placing an order Turn Around Time Order Fulfillment  Phone, Email, Chat, Social  Cancellations  Payments  Specific to your company Communications Clarity Policy Issue Friendliness Fraud Specific to your company Agent
  15. 15. Long Term – Track your Processes and Causes to identify root causes of issues Over the course of a period of time, you should be able to start charting your process and cause issues. By attacking the root cause of these issues, you should be able to reduce the need for service recovery and more importantly the customer impact. The Pareto Principle, or the 80-20 rule, says that roughly 80% of the effects are caused by 20% of the issues.
  16. 16. Staffing the right people makes all the difference – 3 qualities Customer Service Rockstar Exercises Responsible Freedom Analytical, Process Oriented, with a hint of Innovation
  17. 17. Sharing experiences and Q&A
  18. 18. Introductions Michael Pace Customer Support & Community Management Executive Principal of The Pace of Service (Consultancy) Twitter: @mpace101 LinkedIn & Google+ Blog: www.thepaceofservice.com Text SOCSERVICE to 22828 for Mailing List Slideshare: http://www.slideshare.net/mpace101
  19. 19. References • The Pace of Service - http://thepaceofservice.com/ • Chip R Bell & Ron Zemke - Knock Your Socks Off Service Recovery • Service Recovery Paradox Twitter: @mpace101

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