Service Recovery

Service Recovery

Service Recovery

Service recovery means returning something normal and you should always act as quickly as possible to succeed, how to keep a customer from hell to heaven in 60 seconds or less. Once you have identified a problem with a client, you must start the service recovery process, using these six steps with all customers (Ahern, 2000).

1. Apologizes. No matter who is at fault; Customers are always looking for someone to recognize that a problem exists. Say: "I regret the inconvenience you have experienced" costs nothing, but much use.

2. Listen with empathy. Treat your customers so you prove that you are truly interested in them and their problem. People have feelings and emotions, and they want their emotional needs are met.

3. Solve the problem faster. If you know the solution to the problem, the answer must be as fast as possible.

4. It offers something in return. It is not uncommon for unhappy customers to feel hurt by a failure in service. Often expect something in return for the wrong time.

5. Fulfil your promises. The product did not reach the promised day, nobody called me as promised. We must be realistic about what we can accomplish and what we cannot deliver, do not offer much. 6. Follow up. A few hours or weeks after we establish contact with the customer to make sure those things really were resolved to the satisfaction of the customer. We must never assume that the problem was solved. Check it out (Ahern, 2000).

Sometimes in the process of service delivery errors occur. This is a critical moment and we should have expected the response to common problems (Anthony, 1993).

A) Adaptability. Addressing the specific needs of the individual customer

B) Spontaneous. Act to please rather than tell it to. For example, small gifts such

C) Communication with the customer. The report problems in the service and informed of possible alternatives to compensate for poor service

D) Compensation. We recognize the error and offer adequate compensation.

The service recovery process must be planned and the employee must have the training, information, incentives and procedures for an incident involving the loss of the customer. The process of service provision and training of employees must achieve:

• The initiative forward. The sooner the incident is resolved the better. The idea is to act before the occurrence of the grievance or complaint.

• The compensation must be sufficient and adequate. Recognizing the problem and rewarding for errors.

• The information and communication should be accurate, bidirectional, and are developed from the perspective and the client's feelings.

• Differentiate profitable and unprofitable customers. The effort to prevent losing customers to develop profitable customer.

Retention Strategies

Customer loyalty usually involves the implementation of certain strategies of customer retention. We try to keep the company for a long time the most profitable customers. Some retention strategies and retention tools are based on: (Anthony, 2000).

A) Financial benefits. Giving for example, "Miles for ...