Service Recovery

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Service Recovery

• Leadership Development Series
• Hillsdale Community Health Center

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Definition of Service Recovery

• Service Recovery means that a service breakdown
  has occurred and the problem has been corrected
  to the customers satisfaction
• Goal Help retain customers as loyal

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Service Recovery

• Customers do not expect you to be perfect. They
  do expect you to fix things when they go wrong.
• Donald Porter
• Senior VP, British Airways

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Creating A Service Recovery Environment

• Be A Role Model
• Ask Staff For Suggestions
• Solicit Customer Feedback

• Reward Good Customer Service Behavior
• Encourage Staff To Use Their Initiative
• Do Not Talk Negatively About Customers

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Establishing The Procedures for Service Recovery

• Identify the most frequent problems reported by
  customers
• Develop options for problem resolution
• Receive training in Service Recovery processes

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SERVICE BREAKDOWNFive Reasons Recovery is
Critically Important

• It keeps the customer loyal
• It builds company profitability
• It decriminalizes problem identification
• It improves service quality awareness and
  teamwork
• It identifies complaints by type severity

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How To of Service Recovery

• Apologize
• Listen, Empathize, Ask open questions
• Fix the problem quickly and fairly
• Offer atonement
• Keep your promises
• Follow-Up

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Three Major Outcomes of an Effective Service
Recovery System

• It identifies service problems
• It resolves problems effectively
• The organization learns from the recovery
  experience

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The Case of the Large Fries

• When Hans Sarah pulled into the drive-through
  lane of their local fast food restaurant, they
  expected quick service. Unfortunately, a
  mechanical problem left them trapped in a growing
  line of restless customers.
• A loyal customer, Hans left the car to alert them
  of he problem. Oh, its broke again? came the
  indifferent response. Go back to your car.
  Well fix it.
• A slow 10 minutes later, Hans Sarah reached the
  service window. How about large fries instead
  of small to compensate us for our inconvenience?
  they asked. No. When Hans asked why not, the
  conversation quickly broke down. The service
  providers final response?
• Heres your food and I hope you choke on it!

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KEY POINTS

• Recovery, or returning an aggrieved customer to a
  state of satisfaction after a service or product
  breakdown, has a critical economic impact on your
  organization.
• Breakdown involves customer expectations of both
  outcomes and processes.

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KEY POINTS (cont.)

• Recovering well when things have gone wrong
  increases customer loyalty and decreases
  marketing expenses.
• Planned service recovery ensures that each
  breakdown is handled creatively and satisfies
  customer and organizational needs.

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KEY POINTS (cont.)

• Only your customer can tell you how annoying or
  victimizing a particular service breakdown has
  been. Only your customer can determine when
  appropriate recovery has occurred.
• You can, and should, plan for the unexpected!

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KEY POINTS (cont.)

• When problems occur, customers expect you to
  apologize, give them a fair fix, treat them like
  your care, and atone for injuries.
• Fix the person, then the problem is a good rule
  unless you can not fix the problem. Planned
  recovery helps you do both, and do them well.

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KEY POINTS (cont.)

• It is critical to identify recurring problems so
  that you can make changes and corrections in
  production and service delivery system.
• Planned service recovery improves overall service
  quality awareness and motivates employees to work
  on the customers behalf to solve problems.

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Manager Expectations

• Review all Comment Cards for trends
• Participate in investigation and resolution
  process as requested by Patient
  Advocate/Administration
• Use trends/incidents as educational opportunities
  for your staff
• 
  
• 
  

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Closing Thought

• Treat the other man like a gentleman
• not because he is, but because
• I am.
• Benjamin Franklin

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Test Questions

• 1) In the scenario The Case of the Large Fries
  did this incident really happen? (True)
• 2) Service Recovery means that a service
  breakdown has occurred and the problem has been
  corrected to the customers satisfaction.
  (True)
• 3) Service Recovery means you never have to
  apologize to your customers. (False)