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unit 3 - Coggle Diagram
unit 3
Cause of service Breakdown
Poor Service attitude
Discourtesy
Faulty Product
Lack of Training
Broken Promise
Uncooperative Colleague
Condescending Attitude
Different Customer in a Service Breakdown
Demanding
Talkative
Indecisive
The High-roller
Dissatisfied
The Rip-Off
Angry
Service recovery
Act to solve
Follow up/ escalate
Own the Problem
Apologies & Empathise
Document
Listen to the Customer
consequences
Loss of Customer
Loss of revenue
Damage Image and Reputation
Bad mouthing
Loss of Goodwill