Service Recovery: What Would You Do?
There’s a difference between good customer service recovery and excellent customer service recovery. Good recovery may solve your immediate problem, but excellent service recovery results in a loyal customer for life. Excellent service recovery happens when a customer feels like their opinion or complaint was valued and action was taken to prevent the issue in the future. Excellent customer service recovery is much more than compensation, it restores trust between an organization and individual consumers.
Read the following scenarios and practice responding with excellent service recovery in mind. Record your responses in the spaces provided: