SERVICE RECOVERY

Больше похоже на это

7 Levels of Delegation

от Alex Ostreiko

Ментальная карта Педагог организатор

от Виталий Леонов

iGCSE Geography

от willwilliams Williams

MS302 - 303 Section 2: Active Directory

от James Herbert

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