Tuesday, October 29, 2019
Service recovery Essay Example | Topics and Well Written Essays - 250 words
Service recovery - Essay Example The first thing that a service provider should do is take the whole responsibility for the breakdown (hope and Muhlemann). For example, instead of saying, Ã¢â¬Å"It was not our faultÃ¢â¬ , he should say, Ã¢â¬Å"We are sorry and we shall see what we can do.Ã¢â¬ Apologies are a very important part of system recovery. He should make the customer feel that he is being understood and will be attended. Next, he should take immediate actions to solve the problem, and should call back the customer every now and then so that he does not feel that he is being kept waiting. If the client is too hard, the provider can use sentences like, Ã¢â¬Å"What can we do to make you comfortable?Ã¢â¬ How a provider deals with a difficult client is very important for a successful service recovery. A follow up call is very central after the system has been recovered to help maintain the stability of the relationship with the client. Works Cited Fitzsimmons, James A., and Mona J. Fitzsimmons. Service Ma nagement: Operations, Strategy, and Information Technology. USA: McGraw-Hill/Irwin, 2006. Hope, Christine, and Alan Muhlemann. Service Operations Management: Strategy, Design, and Delivery. USA: Prentice Hall, 1997.