The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management.  The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.  

Strategizing for Service Recovery

Strategizing for service recovery

It is not a question of if service failures will occur, but when they will occur.

—Judith Strother

Objectives

After completing this chapter, you should be able to

  • Identify frequent causes of service failures
  • Understand the importance of planning for failure recovery systems
  • Understand the role of frontline staff and managers in service recovery
  • Know what steps organizations can take to prevent and recover from service failures

The quotation from Marshall Field, founder of the famous Chicago department store, emphasizes the best of all attitudes toward customer complaints: Managers and service providers should welcome them as learning experiences and opportunities to excel.

It is essential to realize that, even in the best of times, service failures are inevitable. Even with the best ...

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