Presentation on theme: "Think about the last time you received a less than satisfactory service-Did you complain? Why/Why not???"— Presentation transcript: 1 Think about the last time you
received a less than satisfactory service-Did you complain? Show
2 SERVICE RECOVERY & CUSTOMER FEEDBACK
3 Reliability is Critical in Service but… 4 Complaining Customers: The Tip of the Iceberg
5 Have you ever experienced any outstanding service recovery???? 6 Service Recovery
Paradox
7 Service Recovery Paradox 8 Customer Complaint Actions Following Service Failure 9 Why Do Customers Complain?
10 Why Don’t Customers Complain? 11 Type of Complainers Passives Voicers Irates Activists 12 What Drives Customers to Switch? 13 14 Causes Behind Service Switching
15 Components of an Effective Service Recovery System 16 Effective Service
Recovery 17 Service Recovery Strategies
18 Guidelines for Effective Problem Resolution 19 Eight Most Common Remedies Customers Seek with Serious
Problems 20 Service Guarantees guarantee = an assurance of the fulfillment of a condition in a business context, a guarantee is a pledge or assurance that a product offered by a firm
will perform as promised and, if not, then some form of reparation will be undertaken by the firm for tangible products, a guarantee is often done in the form of a warranty services are often not guaranteed cannot return the service service experience is intangible (so what do you guarantee?)
21 The Hampton Inn 100 Percent Satisfaction Guarantee 22
Characteristics of an Effective Service Guarantee 23 Types of Service Guarantees
24 British Airways Guarantee 25 Why a Good Guarantee Works 26 Does everyone need a service guarantee?
27 Building a Customer Feedback System
28 You ordered steak but the meat was raw What two rules of service recovery will improve customer satisfaction?"When it comes to service recovery, there are three rules to keep in mind: Do it right the first time. Fix it properly if it ever fails. Remember: There are no third chances."
When service performance that falls below a customer's expectations in such a way that leads to customer dissatisfaction?A service failure, simply defined, is service performance that fails to meet a customer's expectations.
Which of the following groups of customers engages in negative word of mouth about a service provider but is unlikely to go to third parties with its complaints?They are likely to blame themselves for service failures. Which of the following groups of customers engages in negative word of mouth about a service provider but is unlikely to go to third parties with its complaints? Irates.
What refers to the actions taken by an organization in response to a service failure?Service recovery is an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers. It is the action a service provider takes in response to service failure.
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