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Service Recovery

Service Recovery

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Categories:Types, School Work
Published by: Muhammad Salihin Jaafar on Feb 03, 2011
Copyright:Attribution Non-commercial

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02/03/2011

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1
CHAPTER 11SERVICE RECOVERY 
 
2
SERVICE RECOVERY
y
Occurswhenanorganizationorserviceproviderisabletosolveacustomerproblem,makerestitutionsorregaintrustfollowingabreak-downinservicedelivery.
y
Occurdailyinmanyorganization.Ithappenwhenevertheproductordeliveredfailstomeetcustomerexpectation.
y
Customermayhavenotreceivedwhattheywerepromisedoratleasttheyperceivedthattheydidnot.
SERVICE BREAKDOWN
 
3
y
Typical events necessitating service recovery actionare:
y
 A product or service did not do what is expected to do
y
 A promise was not kept
y
 A deadline was missed q
y
Customer service was not adequately provided
y
 A service provider lacked adequate knowledge or skillsto handle a situation
y
The customer was treated unprofessionally or in a rudemanner

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