TOUR3008 Lecture Notes - Lecture 12: Service Recovery, Service Provider, Competitive Advantage
Document Summary
Tour3008 service management in tourism semester 1, 2018. Week 12 (topic 10): service failure & recovery lecture notes. Training, ownership of complaint, learning from experience. 5 steps to recovery: apologise to customer, take ownership, provide timeframe for the fix. Involve the customer: offer option of getting manager. Good recovery can create more goodwill than before the fail. Customers may become loyal and repeat purchasers. Competitive advantage strategies: identify failure-prone areas of the business, establish service standards, train the staff appropriately, develop a service failure strategy, feedback (from internal and external customers) Might (cid:374)ot fail o(cid:374) e(cid:455)e of the pro(cid:448)ider, (cid:271)ut if it does (cid:374)ot (cid:373)eed (cid:272)usto(cid:373)er(cid:859)s e(cid:454)pe(cid:272)tatio(cid:374)s it has failed from their point of view. Service managers benefit from understanding that unhappy customers do not always complain, and can proactively put measures into place to address these issues. These features ensure guarantee is real and effective.
