Service recovery

Plus de détails

carte mentale vierge

par Raihanatou hamidou

Unit_V2

par Javier Fuentes

MULTIMEDIA

par Daniela Cifuentes

life of ppl in the past

par Tanusyah Devi

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