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CHAPTER THIRTEEN
Service Recovery
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-2
LEARNING OBJECTIVES
Define a service breakdown
Discuss causes of breakdowns
Determine why customers leave
Identify strategies to prevent customer dissatisfaction
Implement frontline service recovery
Spot roadblocks to service recovery
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-3
Service Recovery occurs when an organization or service provider is able to solve a customer problem, make restitution, and regain trust following a breakdown in service
delivery.
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-4
Service Breakdowns happen whenever the product or service delivered fails to meet customer
expectations.
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-5
SERVICE BREAKDOWNSSERVICE BREAKDOWNS
Product or service failed
Promise not kept
Deadline missed
Service not adequate
Provider lacks knowledge or skills
Customer inconvenienced
Customer gets runaround
Unprofessional treatment
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-6
CCAUSES AUSES OOF F BBREAKDOWNSREAKDOWNS(Organizational Factors)(Organizational Factors)
Human resources
Organization and structure
Processes and procedures
Product and service designand delivery
Internal communications
Technological support systems
Standards
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-7
CCAUSES AUSES OOF F BBREAKDOWNSREAKDOWNS(Employee Factors)(Employee Factors)
Communication skills
Knowledge
Attitude
Technical skills
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-8
CCAUSES AUSES OOF F BBREAKDOWNSREAKDOWNS(Customer Factors)(Customer Factors)
Failure to use information correctly
Failure to follow through
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-9
RREASONS EASONS FFOR OR DDEFECTIONEFECTION
Poor service or complacency
Inappropriate complaint resolution
Unmet needs
Unfair treatment
Inadequate systems
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-10
PPREVENTION REVENTION SSTRATEGIESTRATEGIES
Think like a customer
Pamper customers
Respect customers
Focus customers
Exceed expectations
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-11
IIMPLEMENTING MPLEMENTING RRECOVERYECOVERY
Apologize! Apologize! Apologize!
Take immediate action
Show compassion
Provide compensation
Conduct follow-up
McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
13-12
RROADBLOCKS OADBLOCKS TTO O SSERVICE ERVICE RRECOVERYECOVERY
Now listening
Lack of respect
Poor/inadequate communication
Inadequate or outdated materials/ equipment
Lack of training
Work conflicts