SERVICE SUCCESS BEST PRACTICES SERVICE RECOVERY Service recovery is the effort of an organization to go above and beyond to recover a relationship when a customer’s expectations are not, met typically after the customer experienced a perceived service failure. Service recovery is an important part of that process because it defines the steps that an organization must take to recover from a service failure. Even on our best days we make mistakes, but this means we always have the opportunity to go above and beyond and make up for those errors. Service success in service recovery means understanding and supporting the person behind each issue or situation. It is our responsibility to recognize the individual, listen to their whole situation, and help with the problem while encouraging the person. Customers can become more frustrated by an organization’s inability to fix a problem than the problem itself. What makes a difference to customers is not just the resolution of the issue but the reconciliation of the relationship through the recovery process. When a customer experiences a service failure and a successful service recovery experience, it reveals to the customer their value to the organization and can foster a stronger and more loyal relationship with the customer.
SERVICE RECOVERY PROCESS
#1 Be patient Apologize and take ownership of the situation. Take time to understand the problem. Without understanding, it may lead to the wrong course of action. #2 Go the extra mile The goal of a service recovery plan is to exceed customer expectations, especially after a service failure. It usually requires employees to take the extra step and go above and beyond. #3 Keep a recovery mindset
Empathy and understanding are an important part of this mindset. It is not enough to just fix a customer issue. Service recovery is viewing every customer problem as an opportunity to win them over. #4 Prioritize speed of recovery Speed in initiating the service
Follow Up with the customer(s)
Offer Something above and beyond
Understand and Fix the problem or issue
recovery process and completing it is essential to taking advantage of that window of opportunity. Follow up with the customer after the recovery process.
Point of Service Failure
Take Ownership of the situation
Apologize to the customer(s)
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