Servicerecovery ashraffi ex-060018
•Download as PPTX, PDF•
1 like•179 views
This document discusses service failure recovery in the context of a marketing course at the Institute of Business Administration at Rajshahi University. It defines service failure as not keeping promises and outlines an effective service recovery system that includes monitoring service processes and customer complaints, resolving problems, and modifying services based on recovery experiences. The document also provides strategies for service recovery, such as acknowledging problems, apologizing, and taking responsibility. It lists complaints against IBA-RU including poor facilities, lack of job training, and an unfriendly office staff. The conclusion emphasizes that changing thinking can change actions related to service recovery.
Recommended
More Related Content
Viewers also liked
Viewers also liked (10)
Similar to Servicerecovery ashraffi ex-060018
Similar to Servicerecovery ashraffi ex-060018 (20)
Recently uploaded
Recently uploaded (20)
Servicerecovery ashraffi ex-060018
- 1. Service Marketing Course No: MKT-604 10th July, 2015 Institute of Business Administration Rajshahi University, Rajshahi A.S.M. Ashraffi (Sohel) ID No: Ex-060018
- 3. Service Failure 1 2 3 4 5 6 7 8 9 Expected Service Above expectation (great service) Below expectation (poor service) Zone of Tolerance Service Failure is the process of NOT keeping promises
- 4. Effective Service Recovery System Monitor Service ProcessMonitor Customer Complaints Make amend to the hassle FactorNurture the People Factor Set up Problem Tracking SystemConduct Root Cause Analysis Conduct Customer Research Identify services problem Resolve Problems Effectively Learn from Recovery experience Modify Service Process Monitoring
- 6. What happens after they express their dissatisfaction
- 7. Recovery Procedure • Acknowledge problem • Explain causes • Apologize • Compensate/upgra de • Lay out options • Take responsibility DO • Ignore customer • Blame customer • Leave customer to fend for him/herself • Downgrade • Act as if nothing is wrong DON’T
- 9. Recovery Then & There
- 10. 10 SM Students’ Survey In IBA-RU 95% 70% 46% 37% 82% 54% 19% 9% Complaints Resolved Quickly Problems can not be solved Complaints Not Resolved Unhappy Students Who Don’t Complain Unhappy Students Who Do Complain Percent of Students studying in IBA-RU Students of 6th Batch (Executive) Students of 7th Batch (Executive)
- 11. Classroom Environment of IBA
- 12. Washroom Environment of IBA
- 13. Complains against IBA-RU •Poor brand image •Poor class room environment •Poor Website-No distance learning facility • No Corporate culture among teachers or students • Poor teaching facilities •No job related course material • Lack of information spreading • High tuition fee • Unfriendly office staff • Gender Discrimination • No Library facility • No Computer/online facility • No Alumni Association • Student politics of RU
- 14. Provide Adequate Explanation •Internal aspect (Services by Design) •External aspect (Interaction)
- 15. Learn From Recovery Experience
- 16. Conclusion “If you change your thinking, you will change your actions.”
Editor's Notes
- Title Slide
- Title Slide
- The customer’s experience can be mapped through a service sequence. This is an abstract map showing how the perceived quality of service can be affected by the different acts. The customer may have had some great service (act 4) but the final two acts will have left the impression of poor service.
- Customer expectations are set in a number of ways, not all of which the company has control over. It is important to realise that marketing is only part of the story. Past experience, reputation, and what other customers say strongly influences the expectations. In this way the people who deliver the service have a role to play in setting expectations around the quality through previous service situations.
- Customer expectations are set in a number of ways, not all of which the company has control over. It is important to realise that marketing is only part of the story. Past experience, reputation, and what other customers say strongly influences the expectations. In this way the people who deliver the service have a role to play in setting expectations around the quality through previous service situations.
- Customer expectations are set in a number of ways, not all of which the company has control over. It is important to realise that marketing is only part of the story. Past experience, reputation, and what other customers say strongly influences the expectations. In this way the people who deliver the service have a role to play in setting expectations around the quality through previous service situations.
- Customer expectations are set in a number of ways, not all of which the company has control over. It is important to realise that marketing is only part of the story. Past experience, reputation, and what other customers say strongly influences the expectations. In this way the people who deliver the service have a role to play in setting expectations around the quality through previous service situations.
- Customer expectations are set in a number of ways, not all of which the company has control over. It is important to realise that marketing is only part of the story. Past experience, reputation, and what other customers say strongly influences the expectations. In this way the people who deliver the service have a role to play in setting expectations around the quality through previous service situations.
- Customer expectations are set in a number of ways, not all of which the company has control over. It is important to realise that marketing is only part of the story. Past experience, reputation, and what other customers say strongly influences the expectations. In this way the people who deliver the service have a role to play in setting expectations around the quality through previous service situations.
- Customer expectations are set in a number of ways, not all of which the company has control over. It is important to realise that marketing is only part of the story. Past experience, reputation, and what other customers say strongly influences the expectations. In this way the people who deliver the service have a role to play in setting expectations around the quality through previous service situations.
- Customer expectations are set in a number of ways, not all of which the company has control over. It is important to realise that marketing is only part of the story. Past experience, reputation, and what other customers say strongly influences the expectations. In this way the people who deliver the service have a role to play in setting expectations around the quality through previous service situations.
- Customer expectations are set in a number of ways, not all of which the company has control over. It is important to realise that marketing is only part of the story. Past experience, reputation, and what other customers say strongly influences the expectations. In this way the people who deliver the service have a role to play in setting expectations around the quality through previous service situations.
- Customer expectations are set in a number of ways, not all of which the company has control over. It is important to realise that marketing is only part of the story. Past experience, reputation, and what other customers say strongly influences the expectations. In this way the people who deliver the service have a role to play in setting expectations around the quality through previous service situations.