1. CHAPTER THIRTEEN
Service Recovery

2. LEARNING OBJECTIVES Define a service breakdown
Discuss causes of breakdowns
Determine why customers leave
Identify strategies to prevent customer dissatisfaction
Implement frontline service recovery
Spot roadblocks to service recovery

3. Service Recovery occurs when an organization or service provider is able to solve a customer problem, make restitution, and regain trust following a breakdown in service delivery.

4. Service Breakdowns happen whenever the product or service delivered fails to meet customer expectations.

5. SERVICE BREAKDOWNS Product or service failed Promise not kept
Deadline missed
Service not adequate
Provider lacks knowledge or skills
Customer inconvenienced
Customer gets runaround
Unprofessional treatment

6. CAUSES OF BREAKDOWNS (Organizational Factors)
Human resources
Organization and structure
Processes and procedures
Product and service design and delivery
Internal communications
Technological support systems
Standards

7. CAUSES OF BREAKDOWNS (Employee Factors)
Communication skills
Knowledge
Attitude
Technical skills

8. CAUSES OF BREAKDOWNS (Customer Factors)
Failure to use information correctly
Failure to follow through

9. REASONS FOR DEFECTION Poor service or complacency
Inappropriate complaint resolution
Unmet needs
Unfair treatment
Inadequate systems

10. PREVENTION STRATEGIES
Think like a customer
Pamper customers
Respect customers
Focus customers
Exceed expectations

11. IMPLEMENTING RECOVERY
Apologize! Apologize! Apologize!
Take immediate action
Show compassion
Provide compensation
Conduct follow-up

12. ROADBLOCKS TO SERVICE RECOVERY
Now listening
Lack of respect
Poor/inadequate communication
Inadequate or outdated materials/ equipment
Lack of training
Work conflicts