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UNIT 5 review and decide on service recovery resolutions - Coggle Diagram
UNIT 5 review and decide on service recovery resolutions
cause of SB
lack of tools
poor employee morale
poor employee training
low employee morale
lack of goal settings
consequences of SB that is not resolved
losing loyal customer
damaged reputation
angry customer
loss of talented workforce
prevent growth
loss of profits
types of customers in a SB
demanding customer
talkative customer
indecisive customer
high roller
dissatisfied customer
rip off
angry customer
recovery techniques using the dimensions in a service quality mode
assurance
tangibility
responsiveness
empathy
reliability
Procedures for service recovery
empathize
act to solve
listen to customer
establish the reason for the breakdown
follow up
know the path
know the medium
document