Define what a service breakdown is.

1. 7 Building and Maintaining Relationships 3 Service Breakdowns and Service Recovery Learning Objectives, Chapter 7 • Define what a service breakdown is. • Apply knowledge of behavioral styles in difficult customer situations. • Recognize different types of difficult customers and effectively deal with them.

2. Use the emotion-reducing model to help keep difficult situations from escalating. Explain why customers defect. Develop effective strategies for working with internal customers. Service Breakdowns and Service Recovery Learning Objectives, Continued

3. Identify strategies for preventing customer dissatisfaction and problem solving. Explain the six steps of the problem solving model. Implement a front-line service recovery strategy, and spot roadblocks to service recovery. Service Breakdowns and Service Recovery Learning Objectives, Continued

4. Service breakdowns occur daily in all types of organizations. Definition: Situation when customers have expectations of a certain type or level of service that are not met by a service representative. Understand Service Breakdowns:What are service breakdowns?

5. The Role of Behavioral Style The more you know about style preferences, the better you will understand your customers. See Ch. 6 to review the behavioral preferences if you have need to confirm their patterns and strategies for dealing with them. Behavioral Preferences Play a Major Role

6. Various types of difficult customers will be faced. Demanding or demeaning Be professional, respect the customer, be firm and fair. Say what you can do. Indecisive customers Be patient, ask open-ended questions, listen actively, suggest options, guide decision making Difficult Customers

7. Other types of difficult customers Dissatisfied and angry customers. Be positive, acknowledge customer’s feelings, reassure, remain objective, listen actively, reduce frustrations, negotiate solutions and follow up. Rude or inconsiderate customers. Remain professional. Don’t retaliate. Difficult Customers, continued

8. Tips for dealing with talkative customers Remain warm and cordial, but focused Ask specific open-ended questions. Use closed-end questions to control. Manage the conversation. Talkative Customers

9. Review each area of the model. Use the model for reducing customer emotions. The Emotion-Reducing Model

10. Reasons to Defect Poor service and complacency. Inappropriate complaint resolution. Unmet needs. Failure to be sensitive to diversity may set you, your company, and your customer on a collision course. Customer Defection

11. Relationships—Internal customers are special also Stay connected Meet all commitments Don’t sit on your emotions Build a professional reputation Adopt a good-neighbor policy Internal Customer Relations

12. Ways to deal with a service breakdown is to prevent it: Think like a customer Exceed expectations Pamper the customer Respect the customer Focus on the customer Strategies to Prevent Dissatisfaction:Use problem solving

13. Take the following actions to focus on the customer: React to remarks or actions. Empathize. Take action. Reassure or reaffirm. Follow-up. Prevent Dissatisfaction: Focus on the Customer

14. Steps to Problem Solving The Problem-Solving Process

15. The five phases of the service recovery process are: Apologize, apologize, apologize again. Take immediate action. Show compassion. Provide compensation. Conduct follow up. Implementing a Service Recovery Strategy

16. Use the form to format the discussion easier Service Recovery Process, Fig. 7.7

17. Review each with an eye to solving the problem. Examples of Service Breakdowns