SERVICE RECOVERY

Plus de détails

ECM

par Pero Gruyo

CX inside Zara stores

par Maria Ines Vaccari

OSS for office administration

par Boonlert Aroonpiboon

Smart City

par Khaldoun Mohsen

SERVICE RECOVERY

Very satisfied

Very unsatisfied

Data and Measure

Customer satisfaction level

Data configuration

Management

Customer expectations

Quantify how much money the company must spend to fully recover customer satisfaction losses

There are always failures in services

Check when to take rescue initiatives

Cognitive answers

Dynamic Effects

Affective answers

Long decay

Short decay

Rescue Strategies

Sorry for the failures

Communications

Compensation

Improve quality