Service Recovery

Now that you know that your customer is dissatisfied through the complaints that you get, how can you make up for it?

SERVICE RECOVERY would be the magic world for this post.

Service recovery is what helps builds customer loyalty and brings a customer back from the brink of defection.

For example you may have given a customer an upgrade of hotel room type simply because the facilties in the room that the guest is presently staying in is faulty and has caused much inconvenience to the guests (eg, faulty shower room). This is service recovery.

It helps you to obtain back the trust, confidence and satisfaction of a customer who were upset by the service/product that you deliver. If managed properly, service recovery paradox may even occur.

(Figure 4-Service Paradox)

The service recovery paradox means that with a highly effective service recovery, a service or product failure gives a chance to obtain higher satisfaction grades from customers than if the failure had never happened. This translates that a good recovery can turn upset and frustrated guests into loyal, very satisfied customers. It may even create more goodwill than if things had gone impeccable in the first place.