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UNIT 5: REVIEW AND DECIDE ON SERVICE RECOVERY RESOLUTION - Coggle Diagram
UNIT 5: REVIEW AND DECIDE ON SERVICE RECOVERY RESOLUTION
Describe recovery techniques using the dimensions in a Service Quality Model
Reliability
Empathy
Responsiveness
Assurance
Describe the causes of service breakdown
Lack of goal setting
Lack of tools
Poor employee training
Low employee morale
Lack of empowerment
Poor treatment of frontline staff
Lack of incentives
Not having a recovery plan
Describe the procedures for service recovery
Listen to the customer
Empathize
Own the problem
Act to solve
Establish the reason for the breakdown
Follow up / escalate
Know the medium
Know the path
Document
Describe the types of customers in a service breakdown
Dissatisfied customer
Not pleased with a product or service
Indecisive customer
Angry customer
Emotions are high, and the enraged person may get personal with the customer service staff and utter words
Demanding customer
Talkative customer
High-Roller customer
Rip-Off customer
Never seems satisfied
Describe the consequences of service breakdown that is not resolved
Losing loyal customers
Damaged reputation
Angry customer
Loss of talented workforce
Prevent growth
Loss of profits