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Service Breakdowns and Service Recovery

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Francisco Espana

on 18 April 2014

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Transcript of Service Breakdowns and Service Recovery

Service Breakdowns and Service Recovery
What is a service Breakdown?
Situations when customers expectation of a certain type or level of service that are not met by a service provider.
Example of Service Breakdown
According to the customer, room service food was too cold when delivered

Possible solutions: Deliver food in insulated containers. Deliver food immediately after it has been prepared
Customer Expectations
customer expectations can affect how service is delivered and perceived. today's customers are more discerning and better educated , have access to more up to date and accurate information, and are often more demanding that in the past.
The Role of Behavioral Style
behavioral style preferences play a major part in how people interact. The suggested strategies can be found in chapter 6.
Difficult Customers
People who challenge a service providers ability to deliver service and who require special skills and patience. .
Knowing a Difficult Customer
Dissatisfied with your service or products

indecisive or lacking knowledge about your product, service, or policies.


internal customers with special requests

Speaks primary language other than yours

a key to successfully serving all types of customers is to treat each person as an individual.
Deliver successful service through your effective communications skills, positive attitude, patience, knowledge, service experience, and willingness to help the customer: your ability to focus on the situation or problem and not on the person will be very important factor in your success.
Demanding of Domineering Customers
Customers can be demanding or domineering for number of reasons. Many times, domineering behavior is a part of a personality style or simply behavior that they learned, as discussed in chapter 6.
Dealing with Demanding or Domineering Customers
Be professional
Respect the customer
Be firm and fair and focus on the customers needs
Tell the customer what you can do
Dealing with Indecisive Customers
Be Patient

Ask open ended questions

listen actively

suggest other options
Dealing with Dissatisfied and Angry Customers
Remain positive and flexible
Smile, give your name, and offer assistance
Be compassionate and empathize without making excuses
Ask open ended question and verify information
Take appropriate action

Negative Words
or Phrases
Positive Alternatives
Its not my job

you'll have to

our policy says
Situation, issue, concern
what I/we can do is
what I/we can do is
although i do not normally handle that im happy to
Would you mind? would you please?
while im unable to..
Angry Customer
dealing with angry people requires a certain amount of caution. For you to effectively serve an angry customer, you must move beyond the emotions to discover the reason for his her anger
Possible Tactics
Be positive-tell the customer what you can do rather than what you cannot do

Acknowledge the customer feelings or anger.

Reassure- indicate that you understand and you will work to solve the problem

Remain objective

Listen Actively-determine the cause whether the customer is right or wrong, but remember the customer is always right?

Reduce frustration- don't say or do anything that will create further tensions.
Handling Emotions with the Emotion-Reducing Model
It is important to understand when customers are that are feeling emotional are typically upset with the structure, process, organization, or other factors over which you and or they have no control. They are usually not upset with you
Remain rational and do not react to them emotionally.
Emotional issue
Customer focused message
Emotion-Reducing Model
Problem Solving
1.(customer focused message) As the customer approaches, greet him or her with "good morning" or "goodafternoon". a smile, and open body language and gesturing.

2.(emotional issue) As the customer explains the issue, make sure to litsen actively and be attentive.
3.(customer focused message) you can offer statements such as "i see" "i understand how that can feel. Such statement can help you connect psychologically with the customer
4.&5.(problem solving & customer focused message) Once the problem has been defined d resolved, take one more opportunity at the end of your interaction to sen a customer focused message by smiling and thanking the customer for allowing you to assist.
Reasons for Customer Defection
-Poor service and complacency

-Inappropriate compliant resolution

-Unmet needs
Failing to meet the customers needs, handling problems inefficiently, treating the customer unfairly, and using inadequate systems are reasons for the customer to leave you and go elsewhere
Working with Internal Customers (co-workers)
-Stay connected

-Meet All Commitments

-Dont sit on Your Emotions

-Build a Professional Reputation
Adopt a Good-Neighbor Policy
-Avoid gathering of friends and loud conversations

-Maintain good grooming and hygiene habits

-Don't overdo call forwarding

-Avoid unloading personal problems

-Avoid office politics and gossip

-Pitch in to help

-Be truthful
Strategies for PREVENTING Dissatisfaction and Problem Solving
Think like the Customer

Pamper the Customer

Respect the Customer

Exceed Expectation
The Problem-Solving Process
identify the problem
Complie and alayze the data
identify the alternatives
evaluate the alternatives
make a decision
Monitor the results
Customer walks in looking for material to build a fence
Ask the customer the total length and height desired for the fence.
Figure out what kind of wood the customer wants and the total amount of material he/she may need including concrete bags, hardware, and tools
Pre assebled fence panels opposed to single pickets and 2 x 4s
Evaluate which one is cheaper and most continent for the customer
Let the customer decide which option is best for them
Follow up on the customer. If you see them the next week make sure you ask them if they need anything else with their projects

1. what is meant by the term service breakdown? Define.

2.What causes customers to become dissatisfied?

3. What tactics can you use to deal with angry customers?

4. What tactics can you use to deal with indecisive people.

5.What is the emotion-reducing model work?

Situation when customers have expectations of a certain type or level of service that are not met by a service providers
When they do not receive promised products or services
Listen ,remain positive and flexible, smile, be compassionate, ask open ended questions, take appropriate actions
be patient, ask open ended questions, litsen actively, suggest other options, guide decision making
Process for reducing customer emotion in situation when frustration or anger exists
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