Unit 5: Review & Decide On Service Recovery Resolution
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Consequences of service breakdown when not solved
Loss of profit
Loss of talented workforce
Prevent growth
Damaged reputation
Losing Loyal customer
Describe the cause of service breakdown?
Causes of break down?
In the conclusion you should have a brief summary of your key points.
Not having recovery plan
Low employee moral
Lack of tools
Poor employee training
Lack of goal setting
Procedures for service recovery
Document
Follow up/Escalate
Know the path
Know the medium
Establish the reason for breakdown
Act to solve
Own the problem
Empathize
Listen to customer
Recovery technique using the dimensions in a Service Quality Model
The key points are the arguments which will support your thesis. These can be agreeing arguments or disagreeing arguments too, in each case they need to reflect on the main idea.
Tangibility
Assurance
Responsiveness
Empathy
Reliability
Describe the types of customer in service breakdown?
Types
In the introduction you should state the ideas what you want to defend along the essay.
Rip-off customers
High-Roller customer
Talkative customer
Demanding customer
Indecisive customer
Dissatisfied cutomer
Angry customer
