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UNIT 5: REVIEW & DECIDE ON SERVICE RECOVERY RESOLUTION, -2 ways to…

- - - - b. Lack of empowerment
      - c. Poor treatment of frontline staff
      - a. Lack of incentives (bonus, rewards.)

Know what is meant by excellent customer service.

Will give a clear direction & align their efforts.

Employees are not equipped with the necessary customer service training.

Can significantly weaken the quality of service.

Employees should be educated on product introduction and knowledge.

If not, they will not be able to address complex customer queries.

Certain tools are needed to ensure the best service quality & to minimize service breakdowns.

Not possessing the required tools can significantly hamper their ability to serve customers well.

Project management systems record customer complaint logs which allows employees to take corrective action within the promised time.

To ensure that complaints are resolved more efficiently.

Put a recovery plan in place so that employees know what needs to be done to deal with different cases.

Not having one will result in employees not knowing what to do when faced with an unusual situation.

Hence, will result in further customer service breakdown.

Issue can be resolved within a specified period.

If fail to deliver, customer can be easily infuriated.

Will recommend the brand to others, increasing the revenue.

If remained unresolved, customer will no longer stay loyal = the company losing business.

Customers are more inclined to share negative experiences.

Can badly ruin a company’s reputation = Thousands of lost customers.

Prevents the chances of the future lead generation.

Will not be willing to try the brand = hamper the future growth.

Most of the talented people work at organizations that offer the best customer service.

If their recovery plans are not taken positively, they are most likely to leave the organization.

Losing existing & future customers = Loss of firm’s revenues.

Losing talented employees = deteriorate the service quality.

Upset by the quality of the product/service rendered by the customer service staff.

Not pleased with a product/service & will likely complain about it.

Countless questions but cannot seem to decide.

Makes demands the company might not be able to deliver.

Loyal customers have a sense of entitlement, the more they spend = the more demanding they become.

They might engage in a never-ending conversation.

Want to feel privileged & treated specially.

Wants to get something they are not entitled to receive.

Always responds with a ‘not good enough’.

Delivers on its commitments related to product delivery, service quality & issue resolutions.

Assure their customers that they will be able to perform the promised services accurately & dependably.

Never a good idea to send standard automated emails.

Treat every complaining customer one on one.

The willingness & promptness to solve customer complaints.

Responsiveness needs to be communicated.

Building customers’ trust & confidence to gain competitive advantage.

Continuous interaction such as sharing positive customer feedbacks & testimonials.

Appearance, outlook of physical facilities, communications mediums, the equipment & personnel.

Do not interrupt or cut off the customer even if it is tempting to react.

Keep agreeing so that the customer knows that they are being taken seriously.

Refrain from disagreeing with the customers right away.

Agreeing with them & expressing empathy is a more constructive approach.

The customer will be more flexible when it comes to resolving the issue.

Staffs should put themselves in the customer’s position & view the problem from the customer’s perspective.

Try to get the origins of their discontent & take advantage of it to solve the problem.

Clearly state that the complaint is being taken seriously & is working on getting it resolved.

Give a date as to when the customer can expect a solution.

To keep them loyal, the staff should let the customer know that it is not something they would commonly face.

Be transparent about what caused the service breakdown.

Assuring the customer that the same problem would not arise again.

Follow up with the complaints even after losing track of it to ensure that customers would not be more enraged.

Expectations not met = Intensify & escalate to the next level.

Complicated issue = Easily miss out details.

Customer complaint to come up with a comprehensive solution that caters to every aspect of it.

Request feedback on the service quality received.