101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 80
Finding the Right Fix
Customers have high expectations for service recovery, just as they have high expectations for normal service. Some of those expectations are easy to figure out; others are more subtle. Certainly they want you to fix their problems. But what kind of fix will make each of them happy? And how can you fix the problem without busting the department’s budget?PURPOSE:
✓ To discuss customer expectations for problem resolution
✓ To agree on the range of options for resolving common customer problems
TIME: 20 minutes (Consider combining this with Activity 79 for greater impact.)DIRECTIONS:
1. Ask participants to think of a situation when they had a problem with a product or service and had to go back to the provider or voice their complaint on the spot. Ask them to think specifically about what they wanted to have happen as a result. Then, ask two or three participants to offer examples.
2. Point out that people have unique expectations for how their service providers should handle their situations. Remind the group that there is no one-size-fits-all recovery solution for service breakdowns.

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