Categories: All - strategies - compensation - recovery - functionality

by Ricardo Méndez Correa 4 years ago

402

Service recovery

Recovering customer satisfaction is critical for businesses and involves a dynamic process. Effective strategies include offering sincere apologies, maintaining politeness, and putting in effort to ensure customer comfort.

Service recovery

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

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