101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 77
The Service Recovery Process
The winners among service companies manage the design and deployment of service with a laser-like focus on the details. That means they work as hard at recovery after things go wrong for customers as they do at ensuring things go well the first time.Recovery is the word we use to describe the effort to return a “broken” customer relationship to good health. Like medical recovery, healing a customer’s negative perception of service requires direct and determined effort. Recover well, and aggrieved customers will be even more loyal to your organization than if they had not experienced a problem in the first place. The Service Recovery Process is a step-by-step means for restoring upset customers to an emotional balance.PURPOSE:
✓ To observe the Service Recovery Process in action
✓ To relate the Service Recovery Process to your department or unit
✓ To build a plan to incorporate Service Recovery into daily work
TIME: 25 minutesDIRECTIONS:
1. Review the Service Recovery Process chart in Part A of Activity 77. Discuss the steps with participants and talk about how you currently handle customers who have had service breakdowns in your company.
2. Show participants the “No Room at the Inn” video clip available on the amacombooks.org Web site.

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