Professional Documents
Culture Documents
Service Recovery
Service Recovery
Jatin Vaid
SERVICE RECOVERY
8-2
Service Failure
1. Customers leave
2. Telling other customers about their
negative experiences
3. Challenging the organization through
customer rights organizations or legal
action.
8-6
Complaining Customers:
The Tip of the Iceberg
8-7
Respondents -
Expressions of displeasure Problem
Shared the story with my friends/other people 85%
Complained to the org. that caused the problem1 84%
Decided I'd never do business/come back again 59%
Threatened to talk with/contact management 55%
Yelled or raised my voice 24%
Threatened to report the org. that caused the
16%
problem to a gov't regulatory agency
Threatened legal action 7%
Threatened to contact the media 6%
Cursed/used profanity 6%
8-10
Respondents -
Wanted to get Problem
Product repaired/service fixed 85%
Explanation of why problem occurred 78%
Non-
Assurance problem wouldn't be repeated 78% monetary
Apology 59% remedies
Chance to vent 58%
Money back 49%
Free product or service in the future 30%
Financial compensation for my lost time,
23%
inconvenience or injury
Revenge -- make them pay for the hassle
11%
and inconvenience
Other 9%
8-11
100%
80%
% complainants
60%
46%
40%
15% 19%
20% 7%
4% 5% 3%
0%
Immed. Less than 1 1-7 days 8-14 days 15-28 days 28 + days Still not
day, but not resolved
immed.
8-13
Types of Complainers
Strategies:
Service Guarantees
guarantee = an assurance of the fulfillment of a condition
(Webster’s Dictionary)
Characteristics of an Effective
Service Guarantee
Unconditional
the guarantee should make its promise unconditionally – no strings
attached
Meaningful
the firm should guarantee elements of the service that are important
to the customer
the payout should cover fully the customer’s dissatisfaction
Easy to Understand and Communicate
customers need to understand what to expect
employees need to understand what to do
Easy to Invoke and Collect
the firm should eliminate hoops or red tape in the way of accessing
or collecting on the guarantee
8-29
generates feedback
Service Guarantees