Please enable JavaScript.
Coggle requires JavaScript to display documents.
Unit5: Review and Decide on Service recovery resolution - Coggle Diagram
Unit5: Review and Decide on Service recovery resolution
Causes of service breakdown
Lack of goal setting
Poor employee training
Lack of tools
Low employee moral
Not having a recovery plan
Consequences of services breakdown that is not resolved
Angry customer
Devastating for the company reputation
Losing loyal customer
No longer stay loyal
Damaged reputation
More inclined to share negative experiences
Prevent growth
Prevent future lead generations
loss of talented workforce
Most likely to leave the organisation
loss of profits
Losing existing and future customers
Types of customer in service breakdown
Angry customer
Keep listening, focus on the problem, apologise, immediately begin working on a solution
Dissatisfied customer
Apologise to resolve issue and give a reasonable deadline
Indecisive customer
give honest opinion, backed by proof and data, focus on customer stories that look similar
Demanding customer
Go to the extra mile
Talkative customer
Asking to leave a testimonial or a positive review for the product or service right after the phone call
High-roller customer
go to the extra mile
Rip-off customer
Emotion in check, stay positive
Recovery techniques using the dimensions in a service quality model
Reliability
Empathy
Responsiveness
Assurance
Tangibility
Describr the procedures of service recovery
4) Act to solve
1) Listen to cusotmer
2) Empathize
3) Own the problem
5) Establish the reason for the breakdown
6)Follow up/ Escalate
7) Document