Page 21 - The SSMC Experiance Model V 1.5_Spreads

Service Recovery Service Recovery Paradox

If we can service recover at the time of the service failure we can increase the patients

trust and loyalty.

What is Service Recovery? What is your role?

Service Recovery is about restoring trust Within our workflows we have an escalation

Customers
and confidence in SSMC. It helps process to help solve the issues. experiencing service
and successful recovery
increase and build loyalty and likelihood

to recommend. Having the ability in our work to stop and Customers without
service failure

listen to patients and knowing who to call Customer Loyalty experience

We help answer and address the patient and escalate to whom can assist and fix the

or visitors questions in the moment. issue in the moment. Service failure

Service recovery

Time

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