ADM 3322 Lecture 22: Chapter 13 Complaint Handling and Service Recovery
24 Feb 2016
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Tuesday, december 1, 2015. Customer response categories to service failures. Lecture 22 - chapter 13 complaint handling and service. Help to improve the service. Out of concern for others. Procedural, interactional and outcome justice. 3 dimensions of perceived fairness in service recovery process. 13. 2 customer responses to effective service recovery. If second service failure occurs, the paradox disappears customers" expectations have been raised and they become disillusioned. Severity and recoverability of failure (e. g. , spoiled wedding photos) may limit firm"s ability to delight customer with recovery efforts. Best strategy: do it right the first time. 13. 3 principles of effective service recovery systems. Components of effective service recovery system. Strategies to reduce customer complaint barriers. How to enable effective service recovery. On the spot, before customers complain. Identify most common service problems and have prepared scripts to guide employees in service recovery. Teach recovery skills to relevant personnel. Empowerpersonnel to use judgment and skills to develop recovery solutions.
