Unit 5: Review & Decide On Service Recovery Resolution

Describe the types of customer in service breakdown?

Types

Angry customer

Dissatisfied cutomer

Indecisive customer

Demanding customer

Talkative customer

High-Roller customer

Rip-off customers

Recovery technique using the dimensions in a Service Quality Model

Reliability

Empathy

Responsiveness

Assurance

Tangibility

Procedures for service recovery

Listen to customer

Empathize

Own the problem

Act to solve

Establish the reason for breakdown

Follow up/Escalate

Know the path

Know the medium

Document

Describe the cause of service breakdown?

Causes of break down?

Lack of goal setting

Poor employee training

Low employee moral

Not having recovery plan

Consequences of service breakdown when not solved

Angry customer

Losing Loyal customer

Damaged reputation

Prevent growth

Loss of talented workforce

Loss of profit