Nothing Special   »   [go: up one dir, main page]
Scribd Logo
Upload

Welcome to Scribd!

  • 23 views

    Amity Business School: Service Recovery

    Uploaded by

    Varun Lalwani
    The document discusses 5 steps for effective service recovery when customers are dissatisfied with a product or service: 1) Provide a sincere apology for the error, 2) Make urgent efforts to resolve the issue, 3) Express empathy for how the customer feels, 4) Offer some form of compensation, even symbolic, and 5) Follow up to ensure the issue has been resolved and gather feedback.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd

    Amity Business School: Service Recovery

    Uploaded by

    Varun Lalwani
    23 views9 pages
    The document discusses 5 steps for effective service recovery when customers are dissatisfied with a product or service: 1) Provide a sincere apology for the error, 2) Make urgent efforts to resolve the issue, 3) Express empathy for how the customer feels, 4) Offer some form of compensation, even symbolic, and 5) Follow up to ensure the issue has been resolved and gather feedback.

    Original Description:

    SERVICE RECOVERY

    Original Title

    SERVICE RECOVERY

    Copyright

    © © All Rights Reserved

    Available Formats

    PPT, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document discusses 5 steps for effective service recovery when customers are dissatisfied with a product or service: 1) Provide a sincere apology for the error, 2) Make urgent efforts to resolve the issue, 3) Express empathy for how the customer feels, 4) Offer some form of compensation, even symbolic, and 5) Follow up to ensure the issue has been resolved and gather feedback.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    23 views9 pages

    Amity Business School: Service Recovery

    Uploaded by

    Varun Lalwani
    The document discusses 5 steps for effective service recovery when customers are dissatisfied with a product or service: 1) Provide a sincere apology for the error, 2) Make urgent efforts to resolve the issue, 3) Express empathy for how the customer feels, 4) Offer some form of compensation, even symbolic, and 5) Follow up to ensure the issue has been resolved and gather feedback.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 9

    Amity Business School

    Amity Business School


    Service Recovery
    CUSTOMER BEHAVIOUR
    Amity Business School

    PASSIVE VOICERS IRATES ACTIVISTS

    ACTION LEAST LIKELY ACTIVELY NO COMPLAIN TO


    COMPLAIN FEEDBACK PROVIDERS,
    FRIENDS,
    THIRD PARTY

    W.O.M NO LESS LIKELY NEGATIVE DAMAGING

    PSYCHOLOGY DOUBT LESS SOME WHAT COMPLAINT


    EFFECTIVENESS ALIENATED ALIENATED FITS THEIR
    NOT WORTH FROM ANGRY NORM, MORE
    TIME AND SOCIETY, WITH ALIENATED,
    EFFORT, COMPLAIN PROVIDERS CASUALLY
    PERSONAL HAS SOCIAL CAN BECOME
    VALUES BENEFITS 'TERRORISTS'
    SERVICE RECOVERY Amity Business School

    Categories of dissatisfied customers

    • Annoyed

    • Victimised
    1 - APOLOGY.
    Amity Business School

    – Dissatisfied customers need to hear a


    company representative personally
    acknowledge the error as soon as possible
    after it happens.

    – When appraised of the problem, the worst


    possible thing one can do is ignoring it. 

    – The next biggest mistake is to pretend that


    nothing is wrong.
    2 - URGENT EFFORT
    Amity Business School

    – Once the problem has been acknowledged


    ("I'm sorry" is better than "we regret") and
    personally apologized for.

    – The customer wants to feel that a company


    representative is trying to set things right as
    soon as possible. 

    – Good intentions count when an error is made,


    but action will demonstrate that you have the
    customer's interests at heart.
    3 - EMPATHY
    Amity Business School

    – After your apology and demonstration of action


    to fix the error, victimized customers also need
    to hear that you understand their situation and
    their feelings. 

    – You need to communicate, "I know how you


    must feel." 

    – Remember the difference between empathy


    (understanding how the other person feels) and
    sympathy (actually feeling the same way). 

    – Customers don't expect you to be perfect, but


    they do expect you to care.
    4 - COMPENSATION
    Amity Business School

    – The next step in service recovery is to


    make a gesture, even a symbolic one, to
    compensate for the mistake. 

    – There is no way to totally compensate


    customers for their inconvenience, and
    you shouldn't try to. 

    – You can, however, repay them with a


    token of your regret for the mistake.
    5 - FOLLOW-UP
    Amity Business School

    – Finally, you must follow-up to see


    whether the victimized customer has got
    the treatment you promised, and how
    they feel about it. 

    – This is a valuable step that lends a


    sense of closure. 

    – It helps you gather valuable feedback


    about what you have done. 
    Amity Business School

    – On a secondary level, it helps you feel


    good about yourself: "we may have
    goofed up, but I made things all right."  

    – If a customer makes a suggestion at this


    point, sincerely thank them and let them
    know that will be implemented.

    You might also like