Please enable JavaScript.
Coggle requires JavaScript to display documents.
Review and decide on service recovery resolution - Coggle Diagram
Review and decide on service recovery resolution
Describe the causes if service breakdown
Damaged reputation
Prevent growth
Losing loyal customer
Loss of talented workforce
Angry customer
Loss of profits
Describe the types of customer in a service breakdown
demanding customer
talkative customer
indecisive customer
high roller customer
Dissatisfies customer
rip off customer
Angry customer
describe recovery techniques using the dimensions in a service quality model
responsiveness
assurance
empathy
tangibility
Reliability
Describe the procedures for service recovery
act to solve
establish the reason for the breakdown
own the problem
follow up/escalate
know the path
Know the medium
empathise
document
listen to the customer