(continued from last post)
1. Anticipate the needs for recovery.
Accepting that even the best designed product or service will fail one day in specific situations is the first step to service recovery. Anticipating potential problems will help organizations to be prepared when the customer contacts the company with a problem.
2. Fast decision making and response.
One of the key success factors to win back customers and restore their trust in your services is to act fast. The whole organization should be designed for agility. There should be a define process that empowers employees, especially the front-line employees that interact more with customer, to make clear decisions and given the freedom to do whatever is necessary in a given situation to ensure that customers are satisfied and at the same time the company does not run at a lost.
3. Train and re-train employees.
The need for training cannot be overemphasized if you want to satisfy and win the loyalty of your customers. Ensure that your training programs includes not just lessons on delivering excellence service but also to include lessons that teach employees to improvise when something goes wrong.
Having put these strategies in place, the reality will stare you in face when a customer actually calls or come in person/group with their dissatisfaction and they will definitely express it in different ways based on their temperament( I’ll write later on types of complainers and how to handle them).
(To be continued)
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