Service recovery là gì

Knowing who the customers are, what they want, và making an effort lớn exceed customer expectations – is the key lớn business success.

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Unless an organization understands this very basic principle, it will have sầu a difficult time achieving desired results.

What is service recovery?

Service Recovery is a theory that suggests that a customer who has a bad experience – và receives a prompt, effective sầu response lớn their issues – will be a more loyal customer, than a customer who had no bad experience at all.

The reason for this is, a bad experience provides an organization the opportunity lớn demonstrate how valuable the customer is.

Most organizations have some sort of customer service. 

However, poor customer service is common in many organizations. It stems from poor training, ineffective sầu performance management, and having the wrong people in critical positions.

We all have stories to tell about a bad customer service experience.


In fact bad service is so comtháng place that we often accept it & try to find places to lớn vị business with that are the best of the worst.

All organizations, no matter how well trained their employees are, or how technical their systems are, have times when something goes wrong.

It is at these times when an organization can take a negative experience and turn it into a great experience.

This is why it is critical to have sầu a good Service Recovery process in place.

Successful organizations train employees on what to lớn vị in these situations & when there is a service breakdown, employees are empowered khổng lồ respond quickly khổng lồ make good on the situation with the customer.

As an example, some companies give their employees a certain dollar amount that they can use to fix a problem for a customer, no questions asked.

You see this a lot in the hospitality industry.

The finer hotels have sầu customer service representatives at the counter who are empowered to lớn handle small customer issues. The Ritz Carlton is a classic example of this.

Service Recovery Example

A personal example of service recovery for me was with a dry cleaners cthua khổng lồ our home.

The counter staff were friendly và the cleaning was fine. We went years without incident và then one time I took a table cloth there khổng lồ be cleaned.

It wasn’t a very expensive sầu table cloth but I sent it khổng lồ the cleaners because I was afraid of shrinking it. Well guess what?

When I got it back from the cleaners it had shrunk.

My husband mentioned it the next time he went khổng lồ the cleaners and they immediately asked what we paid for the table cloth and reimbursed him, no questions asked. Now that is service recovery!

We were pretty impressed with this since we didn’t really expect him to lớn believe us much less respond.

Then a few years later we moved about seven miles away to a new neighborhood with three dry cleaners within a mile from our house.

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We told the cleaners we had moved và would probably find a dry cleaners closer to lớn our house & he offered to give sầu us a 20% discount if we would make the drive.

We agreed & make the drive sầu every couple of weeks not only because of the discount but because we now know he values us as customers & he will take care of us if an issue does arise. He has gained our trust và our loyalty. This is critical lớn thriving organizations!

5 Tips For Successful Service Recovery

1. Hire Selectively

Some people are more gifted at communicating and working with people than others. Hire selectively.

Learn what type of social style you need & use tools lớn screen job applicants to lớn ensure you are hiring the right personalities for the jobs.

Remember, skills can be taught, personality can not.

2. Create A Complaint Process

Despite all of your efforts to lớn create a perfect experience for customers – there will be times when it fails.

Create a process for dealing with complaints. Find your best employee communicators & let them respond.

Track your complaint data & glean wisdom from what you learn. Create an improvement plan và make changes lớn your policies & procedures khổng lồ incorporate the identified improvements.

3. Invest In Training

Training is critical & key to the success of a service recovery program.

Invest the time and resources to train employees. Create customer service standards và use your orientation process to help new employees understvà service expectations.

Administer ongoing customer service training that reinforces your expectation for customer interactions.

Lead by example và make sure you demonstrate the behaviors that you hope lớn see from employees.

4. Expect Abuse

As with any thing else that is intended to vì chưng good & help people, there will be people who figure the system out và try to lớn work it.

This is unfortunate but a reality that you simply need to accept.

I worked for a man who would try to find things khổng lồ complain about when he traveled so he would get không tính phí hotel nights.

It worked, the hotel often gave hyên what he wanted but their reward was his repeat business.

5. Some People Will Never Be Happy

It is a sad truth but some people will never be satisfied – no matter what you bởi.

This is often driven from issues well beyond your service breakdown.

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For instance, I worked in the Emergency Room of a Pediatric Hospital. There were times when parents would get so upmix, we had to lớn have specially trained people who would help calm them.

Most times simply getting the person khổng lồ talk revealed many issues that were at the core of their complaints – which had nothing khổng lồ bởi with the service we provided.

Customers are the revenue engine in every organization và need khổng lồ be recognized as such. Businesses who embrace this & respond to customer issues will always be more successful than those that vị not.

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