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All Aspects of Service Recovery

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  • Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers

  • Hidden inside your company’s worst moments: the opportunity to bring a customer closer to you.  You can learn to handle service breakdowns so masterfully that they actually help you to create loyal customers.

  • The end result is customer loyalty

https://www.researchgate.net/publication/235283974_The_Service_Recovery_Strategies_Customer_Satisfaction_Customer_Loyaltyhttps://

hbr.org/1990/07/the-profitable-art-of-service-recover

Service recovery techniques

 

   “In many situations involving service recovery – the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence.”

— Stephen R. Covey

（Author of The 7 Habits of Highly Effective People）

 

AFFRD：1.Apologize 2.Review 3.Fix the problem, then follow up 4. Document

  • Apologize-

    • Always ask for forgiveness. It needs to be sincere with real emotion not mechanical. Customers want genuine emotion. An effective apology will make the customer feel important.

  • Review-

    • The alliance has begun. Now it's time to go over the complaint with the customer. Ask questions respectively. For example the first question should not be “Are you sure you typed your password in correctly” this can be interpreted as offensive. Patience is key.

  • Fix the problem

    • Remember that the customer is stressed, inconvenienced, and has been slowed down by the company. Merely giving her back what she expected to receive initially--before all this trouble--is not going to restore satisfaction. Once the problem is fixed, provide something extra. 

  • Follow up techniques: 

    • Immediate-If you handle the problem personally you should check in with the person. Especially if you hand the person off to a different department.

  • Internal-

    • Staff should be aware of the problem.It is not the customer's responsibility. Make sure all employees are aware of the situation.

  • Wrap-up-

    • Solidify your relationship with the customer by following up again with a handwritten note or a phone call when the episode is over.Example, “I am sorry for the inconvenience. I am looking forward to working with you in the future” 

  • Document the Problem in Detail-

    • Make a record of the situation. This must be done every time to avoid repeating the problem again.  The goal in using this documentation is to identify trends or patterns that hint at underlying causes.

https://www.forbes.com/sites/micahsolomon/2014/07/16/customer-service-recovery/#2fe7bfb745fc

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