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CHAPTER 6: UNDERSTANDING SERVICE RECOVERY - Coggle Diagram
CHAPTER 6: UNDERSTANDING SERVICE RECOVERY
:star:SERVICE RECOVERY
Occurs when an organizaiton or service provider is able to solve a customer problem, make restitution and regain trust following a breakdown in service delivery. :pen:
Service recovery framework :check:
:star:SEVICE BREAKDOWNS
It happen whenever the product or service delivered fails to meet customer expectations. :pen:
Examples: - Hotel bedroom is not available when customer arrives
Causes for service breakdowns:pen:
Organization factors :check:
Human resources
Organization and structures
Processes and procedures
Internal Communications
Technological support systems
Standards
Product, service design and delivery
Employee factors :check:
Communication skills
Knowledge
Attitude
Technical skills
Customer factors :check:
Failure to use information correctly
Failure to follow through
What customer expect during service breakdown :pen:
Apologizes :check:
Take immediate action :check:
Show compassion :check:
Provide compensation :check:
Follow-up :check:
Pre Recovery Phase :star:
Customer Commitment / Loyalty :check:
Service quality :check:
Failure severity :check:
Service guarantee :check:
Immediate Recovery Phase :star:
Front-line empowerment :check:
Speed of recovery :check:
Psychological :check:
It begins when the provider becomes aware of a failure :pen:
Tangible :check:
Follow-up Recovery Phase :star:
It begins after the customer has received fair restitution. :pen:
Psychological :check:
Tangibles :check:
Approaches to Service Recovery :star:
Safe your service :check:
Welcome and encourage complaints :check:
Act quickly :check:
Treat customers fairly :check:
Learn from recovery experiences :check:
Learns from lost customers :check:
Roadblocks to Service Recovery :star:
Poor/ inadequate communicaiton :check:
Inadequate or outdated materials/equipments :check:
Lack of respect :check:
Lack of training :check:
Not listening :check:
Work conflicts :check:
Service Level Management (SLA) :star:
It is negotiated agreements between two parties (customer and the service provider) :pen:
Common Matrics of SLA :pen:
ASA (Average Speed to Answer) :check:
TSF (Time SErvice Factor) :check:
ABA (Abondaonment Rate) :check:
FCR (First Call Resolution) :check:
TAT (Turn Around Time) :check:
