SERVICE RECOVERY: Ultimate Guide to Service Recovery

Service Recovery
Image credit: Nancy Friedman

Businesses are evolving, so also, are their customers. Companies now set systems in place to respond quickly and solve the problem of dissatisfied customers. This is what is called service recovery. However, this article will bring to light the importance of a quality service recovery. It will also show you a perfect example of service recovery.

Photo Credit: Call Centre Helper

However, without further all do, lets get down to the business of the day. Shall we?

What is Service Recovery

Service recovery is a company’s analysis of a problem from a dissatisfied customer, turning them into loyal customers. However, it is an action a service provider takes in response to service failure.

Additionally, Service Recovery is the process of sending timely and effective responses to customers who have a bad experience. Thereby, converting them into becoming loyal customers.

Moreover, a bad experience grants an organization the chance to prove how valuable the customer is. Also, most organizations have a variety of customer services. However, poor customer service is common in many organizations. It begins with poor training, weak performance management, and having the wrong people in crucial positions. Eventually, we all have come across one or two bad customer service experiences.

In fact, bad service is so common that we usually accept it. Now, we seek customer services that have the least bad customer service. Furthermore, all organizations have times when things go wrong in the organization. Sometimes, it can be a technical problem or problem during production or marketing. However, it is at these times when an organization has a negative experience that they can turn it into a great experience. 

This is where a quality Service Recovery process comes in. This is one of the importance of quality service recovery.

Organizations with quality service recovery train employees on what to do in these situations. However, when there is a service decline, employees are enabled to respond promptly to solve the problem of the customer.

Importance of Service Recovery

The importance of service recovery cannot be overemphasized. Here are some of the importance of having a service recovery program.

 Builds Customer Satisfaction

Customers may think more highly of a company that successfully corrects a service failure. However, they would not see any other benefit if a non-faulty service had been given.

Create a Loyal Customer Base

Quality Service Recovery measures have the ability to maintain a company’s duty to Service Excellence. Also, letting your customers know that their satisfaction is your top priority may well keep them coming back. Thus giving your company a loyal customer base.

Create brand ambassadors

With a Service Recovery program on board, a company can showcase its values and present its brand in its best light. However, if you surpass your customers’ expectations in this regard, they may spread the word, building your reputation.

Avoid losing potential customers

When there is no quality service recovery, customers tend to pass negative comments to people around them. They even go to the extent of writing negative comments on social media. Thereby, such companies didn’t only lose them but may lose other potential customers in the process.

Now, let’s see an example of service recovery.

Service Recovery Examples

A personal example of service recovery for me was with an electronic shop close to my house.  

The counter staff was friendly and the price was fine. I bought a laptop for $250 from them. The product was in good condition, however, after 2 weeks the laptop had an issue.

I took it to the shop complaining about the problem, and they should repair it. Well, guess what? 

Instead of repairing it, they actually gave me a new one. I was surprised because I never expected that.

Eventually, I was pretty impressed with this since I didn’t really expect them to give me a new one. Now, this is what I call a quality service recovery system.

After that incident, I told lots of my friends about them and what they did. This also made me patronize them even when I left that neighborhood.

Image Credit: Medium

Tips For Quality Service Recovery

1. Hire Selectively

You should know that not everybody can communicate and work with people. Therefore, Hire selectively. Also, learn what type of social style you need. However, use it to screen job applicants to ensure you are hiring the right personalities for the jobs.

Never forget, skills can be taught, personality can not.

2. Create A Complaint Process

Despite all organizational efforts to create a flawless experience for customers, there will be times when it fails. However, create a method for dealing with complaints. Look for your best employee communicators and let them respond.

Follow your complaint data and gather wisdom from what you learn. Create an improvement plan. Also, make changes to the company’s policies and rules to include the known improvements.

3. Invest In Training

Employee training is curial and key to the success of a service recovery program. Invest the time and resources to train employees. Also, create customer service standards and use your introduction process to help new employees understand customers’ expectations.

Furthermore, lead by example and make sure you behave in the way you hope to see from employees behave.

4. Expect Abuse

When dealing with people, you and your team should expect people will get angry. You should build your service recovery team to expect abuses from customers. This is unfortunate but a reality that you simply need to accept.

However, your service recovery team should not respond back in a harsh manner but instead calm them down and solve the problem.

Conclusion

In conclusion, Service Recovery is the process of sending timely and effective responses to customers who have a bad experience. Thereby, converting them into becoming loyal customers. However, companies should go through those tips discussed above.

Service Recovery FAQ

What is service recovery examples?

A personal example of service recovery for me was with an electronic shop close to my house.  The counter staff was friendly and the price was fine. I bought a laptop for $250 from them. The product was in good condition, however, after 2 weeks the laptop had an issue. I took it to the shop complaining about the problem, and they should repair it. Well, guess what? 

What are the 4 steps to service recovery?

  • 1. Hire Selectively
  • 2. Create A Complaint Process
  • 3. Invest In Training
  • 4. Expect Abuse

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