So, how can the customer’s problem be identified before it reaches the contact centre? Utilising technology is vital. From ensuring the contact centre isn’t overwhelmed, to streamlining calls so the most important customer issues are resolved with an agent. This approach is all about minimising the number of customers that call the contact centre.īusinesses may want to limit this for various reasons. But when the problem can’t be prevented, there’s still time to rectify the situation through service recovery. Prevention is often regarded as the best solution. Here are the main approaches to the profitable art of service recovery: Identify the problem before it reaches the contact centre When service recovery is part of your business plan there are two ways to look at it. Here’s a graph demonstrating this: Image source The two approaches to service recovery For example, when an airline oversells the seats on the flight leaving some very angry holidaymakers stranded at the airport waiting for the next available plane. If the problem was reasonably foreseeable, customers tend to have a smaller capacity for acceptance. Not only this, but the paradox is also less likely to apply if the situation could have been solved with better planning. But, for bigger problems, such as password security breaches, dissatisfied customers aren’t as quick to forgive and forget. For example, if a customer complains because a cafe has overcharged them for their coffee, and as a gesture of goodwill the cafe refunds them and also offers them a free snack for the inconvenience. Generally, the paradox applies to smaller, easier to sort issues. There are, however, a couple of conditions. This theory means that even when a customer experiences service failure if you recover the situation well enough, customers will be more loyal than they ever were before. And it is a situation that you can use to your advantage. The service recovery paradox is when a customer thinks more highly of your business once the problem has been rectified. Hart wrote ‘The Profitable Art of Service Recovery’, which investigates service recovery and how it can actually be useful to businesses. Successful service recovery should restore the customer’s trust, increase customer attention, and drive brand awareness. When you equip your frontline employees with the right information to assist customers, it can help to soften the blow if disaster does strike. However, this is only made possible by planning for such an event. The key is to react as fast as possible and rectify your errors when you spot them. It’s the process of recovering from a poor customer service experience and regaining customer loyalty. Service recovery is all about righting your wrongs. ![]() This article will look at service recovery, and why it’s important for every business. Service recovery is all about keeping the number of scathing reviews low, and customer satisfaction high. ![]() But, what happens when you’re left with a scathing one? A glowing review can do wonders for your business. Not only have you lost their repeat custom, but they also won’t be recommending you to a friend. Remember that old saying “the customer is always right”? It’s the key to any successful business, making sure you exceed customer expectations.Īfter all, unhappy customers can have a detrimental impact on your business. What should you deliver in the service recovery process?.Steps for a successful service recovery plan.
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