Service recovery

Mere som dette

Database

af Dipen Bc

FUND COM TOPIC 11

af Qaisara Balqis

COMMUNICATIVE PROFICIENCY

af Verbena Wilburg

Aims and Objectives

af franco wong

Service recovery

Functionality rate

No effect after second week

Immediate impact

Short term decay

Medium term decay

Cumulative

Immediate

Long term decay

Strategies

Communication

Fix time of problem

Root causes of problem

Awareness of customer

Apology

Comfort

Effort

Politeness

Compensation

Coupons

Free merchandise

Discounts

Quality improvement

Fix failure

Quality service

Improvement

Definition

Long term duration

Recuperate customer satisfaction

Engage marketing actvities

Dynamic process