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CHAPTER THIRTEEN

CHAPTER THIRTEEN. Service Recovery. L EARNING O BJECTIVES. Define a service breakdown Discuss causes of breakdowns Determine why customers leave Identify strategies to prevent customer dissatisfaction Implement frontline service recovery Spot roadblocks to service recovery.

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CHAPTER THIRTEEN

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  1. CHAPTER THIRTEEN Service Recovery

  2. LEARNING OBJECTIVES • Define a service breakdown • Discuss causes of breakdowns • Determine why customers leave • Identify strategies to prevent customer dissatisfaction • Implement frontline service recovery • Spot roadblocks to service recovery

  3. Service Recoveryoccurs when an organization or service provider is able to solve a customer problem, make restitution, and regain trust following a breakdown in service delivery.

  4. Service Breakdownshappen whenever the product or service delivered fails to meet customer expectations.

  5. SERVICE BREAKDOWNS • Product or service failed • Promise not kept • Deadline missed • Service not adequate • Provider lacks knowledge or skills • Customer inconvenienced • Customer gets runaround • Unprofessional treatment

  6. CAUSES OF BREAKDOWNS(Organizational Factors) • Human resources • Organization and structure • Processes and procedures • Product and service designand delivery • Internal communications • Technological support systems • Standards

  7. CAUSES OF BREAKDOWNS(Employee Factors) • Communication skills • Knowledge • Attitude • Technical skills

  8. CAUSES OF BREAKDOWNS(Customer Factors) • Failure to use information correctly • Failure to follow through

  9. REASONS FOR DEFECTION • Poor service or complacency • Inappropriate complaint resolution • Unmet needs • Unfair treatment • Inadequate systems

  10. PREVENTION STRATEGIES • Think like a customer • Pamper customers • Respect customers • Focus customers • Exceed expectations

  11. IMPLEMENTING RECOVERY • Apologize! Apologize! Apologize! • Take immediate action • Show compassion • Provide compensation • Conduct follow-up

  12. ROADBLOCKS TO SERVICE RECOVERY • Now listening • Lack of respect • Poor/inadequate communication • Inadequate or outdated materials/ equipment • Lack of training • Work conflicts

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