Professional Documents
Culture Documents
Chap07 Service Recovery
Chap07 Service Recovery
SM
Chapter 7
SERVICE RECOVERY
19%
Complaints Not Resolved
46%
54%
Complaints Resolved
70%
SM Customer Response
Following Service Failure
Service Failure
Service
Recovery
Strategies
SM
•
Causes Behind Service
Unfair Pricing
• Deceptive Pricing
Inconvenience
• Location/Hours
• Wait for Appointment
Switching
• Wait for Service
Competition
• Found Better Service
Ethical Problems
• Cheat
• Hard Sell
• Unsafe
• Conflict of Interest
Involuntary Switching
• Customer Moved Source: Sue Keaveney
• Provider Closed
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SM Service Guarantees
SM Service Guarantees
SM Service Guarantees