SERVICE RECOVERY

THE ANATOMY OF RECOVERING SERVICE

FAILURE

KO’ON RESTAURANT
AGUSAN DEL NORTE
ANATOMY OF A TRANSACTIONAL
SERVICE RECOVERY

• STRICTLY MONETARY: PROVIDE THE CUSTOMER WITH A

DOLLAR-VALUE FOR HIS OR HER TROUBLES, THEN MOVE ON.
• DISCONNECTED: OFFER THE CUSTOMER A TOKEN RESPONSE,
SOMETHING OF VALUE BUT NOT THE VALUE THE CUSTOMER
WAS ORIGINALLY SEEKING.
• SHALLOW: GIVE THE CUSTOMER A SURFACE-LEVEL FIX AND
STOP THE CUSTOMER’S COMPLAINTS BEFORE THEY HURT THE
BRAND.
 ANATOMY OF AN EXPERIENCE-
BASED SERVICE RECOVERY
• ALIGNED: FIND A SOLUTION THAT REASSURES THE CUSTOMER OF THE
COMPANY’S COMMITMENT TO DELIVERING AN EXCEPTIONAL CUSTOMER
EXPERIENCE AND ALIGNS WITH INITIAL BRAND-PROMISES.
• PROFOUND: OFFER A FIX THAT ADDRESSES THE CUSTOMER’S DEEPER
EMOTIONAL NEEDS AND DELIVERS THE VALUE THE CUSTOMER WAS
INITIALLY SEEKING INSTEAD OF ASSIGNING A DOLLAR-VALUE TO A PROBLEM.
• CONFIDENCE-BOOSTING: REASSURE CUSTOMERS THAT SERVICE
RECOVERIES ARE THE EXCEPTION RATHER THAN THE RULE. RESEARCH FROM
THE LAST DECADE INDICATES THAT THE SERVICE RECOVERY PARADOX
WORKS BEST IN SITUATIONS WHERE CUSTOMERS EXPERIENCE A FAILURE FOR
THE FIRST TIME. IN THOSE CASES, CUSTOMERS PERCEIVE THE FAILURE TO BE
OUTSIDE OF THE COMPANY’S CONTROL AND DO NOT CONSIDER THE FAILURE
TO BE SEVERE.
A REFINED, EXPERIENCE-BASED
SERVICE RECOVERY PROCESS SHOULD
BE A KEY PART OF EVERY COMPANY’S
OVERALL CUSTOMER EXPERIENCE
STRATEGY. WHEN COMPANIES TAKE A
CAREFUL APPROACH TO SERVICE
RECOVERY, THEY SEE RESULTS.
END OF PRESENTATION