101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 81
Putting Recovery
Knowledge into Action
All service providers encounter customers who have been disappointed by some aspect of the service or product offered. But it’s important to view this disappointment as a great opportunity to make that person a loyal customer— if we can resolve the problem with the proper dose of empathy and efficiency.PURPOSE:
✓ To apply the Service Recovery Process to real-world situations
✓ To identify areas of service recovery where personal improvement can be made
TIME: 20 minutes (This activity could be paired with Activity 77.)DIRECTIONS:
1. Review Activity 77 before beginning Activity 81.
2. Distribute the Service Recovery Analysis sheet (Activity 81) and have participants identify a recent or current Service Recovery problem. Direct them to complete the column marked “What I Did” first. Then move on to the next column. Once completed, ask participants to analyze any differences.
3. Use the following questions to debrief the participants after they have completed the form:
What steps were missing in your original interaction?

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