Service Excellence : Resolve service breakdown

RESOLVING

BREAKDOWN SERVICE

Service Excellence

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Service Breakdown occur whenever any

product or service fail to meet the customer's

expectatios


ROADBLOCK TO SERVICE EXCELLENCE

NOT LISTENING



LACK OF RESPECT


INADEQUATE MATERIALS OR SUPPORTING EQUIPMENT


POOR COMMUNICATION


LACK OF TRAINING


WORK CONFLICT


HOW TO RESOLVING SERVICE BREAKDOWN ?


SERVICE RECOVERY STRATEGY

Express respect Listen to

understand Uncover the expectations

Outline the solutions

Take action and follow

through

Double check for

satisfaction


EXPRESS RESPECT “What you are telling me i important”


LISTEN & UNDERSTAND “Please tell me what happened”


UNCOVER THE EXPECTATIONS “Will you please tell me what you feel need to be done”


“You have several choices”

OUTLINE THE SOLUTIONS


“You refund has been requested. I will personallu check with accounting to ensure your check goes out friday”

TAKE ACTION AND FOLLOW THROUGH


“I am following up to make sure your check arrived”

DOUBLE CHECK FOR SATISFACTION

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Service Excellence : Resolve service breakdown

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