Service recovery

Ver más

Информационная среда

por Мария Толчина

ORAL COMMUNICATION

por Linda Gonzalez

INDUCCIÓN

por JHON EYDER GAVILAN ROJAS

Organizational Behavior

por Radwan Hussein

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