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Customer service - Coggle Diagram
Customer service
Causes of service breakdown
Poor Service Attitude
Broken Promise
Faulty Product
Discourtesy
Uncooperative colleagues
Lack of Training
Condescending Attitude
Types of difficult customer
Angry
Demanding
Dissatisfied
Indecisive
Talkative
High Rotter
Rip Off
Procedures of Service recovery
Listen
Apologies
Own the problem
Act to solve
Escalate
Document
Consequences
Loss of Goodwill
Damage Image and Reputation
Company will face customer defection
loss of Revenue
Negative information spreads to more and more people