RADISSON GURUGRAM UDYOG VIHAR

CRITCAL SERVICE STANDARDS

Service Recovery

Making it Right
Service Recovery – Making it Right
Service Standards - SOP
• 1. Listen attentively to
comments and
dissatisfaction expressed by
guests.
• 2. Remain calm.
• 3. Take ownership and show
eagerness to be of
assistance.
• 4. Do not lose sight of the
complaint until it has been
resolved.
• 5. Empathize with guest.
• 6. Apologize with sincerity to
show regret for the guest’s
disappointment.
• 7. Express concern over
difficult situations or guests
facing situations.
• 8. Check your understanding
of the situation.
• 9. Offer solutions and
alternatives (including time
frames) and agree with the
guest on the solution that
will be applied.
• 10. Apply the hotel’s
predetermined procedure
determining sum money
/rebate allowance available
to each employee to satisfy
guest dissatisfaction and
Service Recovery – Making it Right
Service Standards
• 11. Thank the guest for • 14. Update the guest profile.
bringing the problem to your
• 15. All written comments and
attention and for their
complaints are to be replied
patience and co-operation.
within 24 hours.
• 12. Follow up to check that
• 16. Keep the guest
the solution has been
information confidential.
affected and that the guest
is satisfied.
• 13. Report the incident to the
manager on duty and inform
the relevant department
head.
 • What is meant by Service
Recovery
Service • Why Service Recovery is
Recovery Important
• What is the definition of service
failure
• What is service recovery in
hospitality

Making • What is the paradox of service

recovery process

it Right • What is the service blueprint

• What is the service triangle
• What is a service breakdown
• What is the Gap Model of Service
Quality
• What is the service profit chain
Service Recovery
• Service recovery is, according to
Fitzsimmons (2011 - p136), a "Service
recovery converting a previously dissatisfied
customer into a loyal customer.“

•  It is the action a service provider takes in

response to service failure.

• By including also customer satisfaction into

the definition, service recovery is a thought-
out, planned, process of returning
What is meant aggrieved/dissatisfied customers to a state of
by Service satisfaction with a company/service.

Recovery • Service recovery differs from complaint

management in its focus on service failures
and the company’s immediate reaction to it.
Complaint management is based on customer
complaints, which, in turn, may be triggered
by service failures.
Service Recovery

• However, since most dissatisfied customers

are reluctant to complain,

• Service recovery attempts to solve problems

at the service encounter before customers
complain or before they leave the service
encounter dissatisfied.

• Both complaint management and service

What is meant recovery are considered as customer
by Service retention strategies.

Recovery • Recently, some researches proved that

strategies such as value co-creation, follow
up, etc. can improve the effectiveness of
service recovery efforts
Service Recovery

• Service recovery refers to the actions

a service provider takes in response to
a previous service failure with your
company. ...
• Listening to the customer and having an
Why Service understanding of their perspective is the
first step in the service recovery
Recovery is process.
Important • It is very important to understand
where the customer is coming from.
Service Recovery

• A service failure, simply defined, is

service performance that fails to meet a
customer’s expectations.
• Typically, when a service failure occurs,
What is the a customer will expect to be
compensated for the inconvenience in
definition of
the form of any combination of refunds,
Service Failure credits, discounts or apologies
Service Recovery

• Customer Service Recovery:

Apologizing To Customers Without
Alienating Employees. 
• Customer service recovery is the
What is service ability to recover from a mishap with a
client, to recover so successfully that
recovery in
you actually may improve relations with
hospitality that client.
Service Recovery

• The service recovery paradox (SRP)

is a situation in which a customer thinks
more highly of a company after the
company has corrected a problem with
their service, compared to how he or
What is the she would regard the company if non-
paradox of faulty service had been provided.
service • The main reason behind this thinking is
recovery that successful recovery of a faulty
service leads to increased assurance
process and confidence among customers.
 • For example, a traveller's flight is
cancelled. When she calls the airline,
they apologise and offer her another
Service Recovery flight of her choice on the same day,
and a discount voucher against future
travel.
• Under the service recovery paradox, the
traveller is now happier with the airline,
and more loyal to it, than she would
have been had no problem occurred.
What is the • Understanding SRP has been an
paradox of important goal for both researchers and
service managers, as service failure is one of
the main determinants of customer
recovery switching behavior and successful
process recovery from these failures is seen by
some as critical for customer retention.
• Recovery is especially important for
service providers for whom ensuring an
error-free service is impossible.
Service Recovery

• A service blueprint is an operational

planning tool that provides guidance on
how a service will be provided,
specifying the physical evidence, staff
What is the actions, and support systems /
infrastructure needed to deliver
service the service across its different
blueprint. channels.
Service Recovery

What is the
service triangle • The company, its employees and its
customers form the three integral roles
in the service marketing triad.
• The business has products
and services to offer and promote to
customers. It uses external marketing,
such as advertising and public relations,
to attract customers.
Service Recovery

• Situations when customers expectation

of a certain type or level of service that
are not met by a service provider.
• Example of Service Breakdown.
What is a
According to the customer,
service room service food was too cold when
breakdown delivered.
Service Recovery

• SERVQUAL (service quality gap

model) is a gap method in service
quality measurement, a tool that can
be used by Product Manager across all
industries.

What is the Gap • The aim of this model is to: Identify

the gaps between customer
Model of
expectation and the
Service Quality actual services provided at different
stages of service delivery.
Service Recovery

• The Customer Gap

• The Knowledge Gap
• The Policy Gap
What is the Gap • The Delivery Gap
Model of • The Communicaton Gap
Service Quality
The Customer Gap: The Gap between Customer
Expectations and Customer Perceptions
• The customer gap is the difference
between customer expectations and
customer perceptions.
• Customer expectation is what the
customer expects according to
available resources and is influenced
by cultural background, family
lifestyle, personality, demographics,
advertising, experience with similar
products and information available
online.
• Customer perception is totally
subjective and is based on the
customer’s interaction with the
product or service.
• Perception is derived from the
customer’s satisfaction of the
specific product or service and the
quality of service delivery.
• The customer gap is the most
important gap and in an ideal world
the customer’s expectation would be
almost identical to the customer’s
perception.
• In a customer orientated strategy,
delivering a quality service for a
specific product should be based on
a clear understanding of the target
market.
• Understanding customer needs and
knowing customer expectations
could be the best way to close the
gap.
The Knowledge Gap: The Gap between Consumer
Expectation and Management Perception

• The knowledge gap is the difference • In a customer-orientated business, it

between the customer’s is important to have a clear
expectations of the service provided understanding of the consumer’s
and the company’s provision of the need for service.
service.
• To close the gap between the
• In this case, managers are not aware consumer’s expectations for service
or have not correctly interpreted the and management’s perception of
customer’s expectation in relation to service delivery will require
the company’s services or products. comprehensive market research.

• If a knowledge gap exists, it may

mean companies are trying to meet
wrong or non-existing consumer
needs.
The Policy Gap: The Gap between Management
Perception and Service Quality Specification

• According to Kasper et al, this gap
reflects management’s incorrect
translation of the service policy into
rules and guidelines for employees.
• Some companies experience
difficulties translating consumer
expectation into specific service
quality delivery.
• This can include poor service design,
failure to maintain and continually
update their provision of good
customer service or simply a lack of
standardization.
• This gap may see consumers seek a
similar product with better service
elsewhere.
The Delivery Gap: The Gap between Service Quality
Specification and Service Delivery
• This gap exposes the weakness in
employee performance.
• Organisations with a Delivery Gap
may specify the service required to
support consumers but have
subsequently failed to train their
employees, put good processes and
guidelines in action.
• As a result, employees are ill
equipped to manage consumer’s
needs.
• Some of the problems
experienced if there is a
delivery gap are:
• Employees lack of product
knowledge and have difficulty
managing customer questions and
issues
• Organisations have poor human
resource policies
• Lack of cohesive teams and the
inability to deliver.
The Communication Gap: The Gap between Service
Delivery and External Communications

• In some cases, promises made by • Consumers are disappointed

companies through advertising because the promised service does
media and communication raise not match the expected service and
customer expectations. consequently may seek alternative
product sources.
• When over-promising in advertising
does not match the actual service
delivery, it creates a communication
gap.
Service Recovery • The service-profit chain establishes
relationships between profitability, customer
loyalty, and employee satisfaction, loyalty,
and productivity.

• The links in the chain(which should be

regarded as propositions) are as
follows: Profit and growth are stimulated
primarily by customer loyalty.

• Loyalty is a direct result of customer

satisfaction. Satisfaction is largely influenced
What is the by the value of services provided to
service profit customers.
chain • Value is created by satisfied, loyal, and
productive employees.

• Employee satisfaction, in turn, results

primarily from high-quality support services
and policies that enable employees to deliver
results to customers. 
Service Recovery

• What is the service profit chain

Thank You