COMPLAINTS HANDLING AND SERVICE

RECOVERY STRATEGIES

Submitted To:- Submitted by :- Jugraj Singh

Mr. Jagjeet singh MBA 4th sem

1336819

COMPLAINTS HANDLING

Customer dissatisfaction is undoubtedly the major source of customer complaints and it occurs when the customer’s experiences with a product or service fails to live up to expectations. The proper handling of customer complaints can mean a big difference in organisational performance.

Objectives of Handling Customer Complaints

• Stabilising Customer Relation• Preventing Negative Word of Mouth• Increasing Customer Satisfaction

Guidelines for Handling Complaints

• Acknowledge the importance of the customer• Understand the customer problem• Repeat the problem to the customer• Think of all possible solutions• Agree on the solution• Empathy

Service Recovery

Service recovery refers to the action taken by an organisation in response to a service failure. Service recovery is a planned process of returning an aggrieved or dissatisfied client to a state of satisfaction with company.

Service Failures

Service failure are instances where a service is either not performed or is performed poorly. In terms of satisfaction states, service failure are the instances when customers leave a service angry or dissatisfied. In both situations, the service performance is below the adequate expectation level of customer.

SERVICE RECOVERY STRATEGIES

• Do it right the first time

    • Welcome and encourage complaints    • Act quickly    • Treat customers fairly    • Learn from recovery experiences    • Learn from lost customers