Page 31 - CUST SVC TEXTBOOK 2020
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Unit 10
Service Recovery
10.1 Service Recovery
Lapses in service may happen from time to time due to unforeseen circumstances. Service
lapses take place when the products and services provided do not meet expectations.
Examples are when guests are served with horrible-looking food and customers receiving poor
customer service.
Service recovery happens when a company
- Corrects a problem because of a service lapse and
- is able to retain / keep a customer's goodwill
Because the issue is addressed, the company retains/recovers the business. The complaint is
well taken care of in such a way that the customer will still come back.
Service recovery is important to help customers gain back the trust they have. At times, it
alerts the staff to possible weaknesses so that the failure does not happen again.
10.2 Service Recovery Strategy
There are steps to recovering the service:
1. Deal with emotions first
- “I know you are angry.”
2. Maintain mutual respect
- Address them as “Sir/Madam”
- Say “please” and “thank you”
- Do not smile
- Maintain eye contact
- Show open stance
3. Get details
- Clarify problem with customer
- Decide who should complaint be directed to or if the company cause the service
breakdown
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