develop a specific service recovery process and options for the following situat
ID: 357880 • Letter: D
Question
develop a specific service recovery process and options for the following situations:1.For servers at a restaurant: a customer doesn’t like his food.
2.For a cell phone service call center: A customer is disappointed by the number of dropped calls she has been experiencing.
3.For an office manager: You didn’t order enough supplies, and your co-workers are upset they don’t have the materials they need to finish their job.
4.For a day care owner: One of your employees told a child to “shut up” and the parent found out about it and is very upset.
5.For a contractor: You have been very busy and unable to complete a customer’s two-bathroom remodel on time. The customer is angry because she expects company and the bathrooms are not complete. develop a specific service recovery process and options for the following situations:
1.For servers at a restaurant: a customer doesn’t like his food.
2.For a cell phone service call center: A customer is disappointed by the number of dropped calls she has been experiencing.
3.For an office manager: You didn’t order enough supplies, and your co-workers are upset they don’t have the materials they need to finish their job.
4.For a day care owner: One of your employees told a child to “shut up” and the parent found out about it and is very upset.
5.For a contractor: You have been very busy and unable to complete a customer’s two-bathroom remodel on time. The customer is angry because she expects company and the bathrooms are not complete.
1.For servers at a restaurant: a customer doesn’t like his food.
2.For a cell phone service call center: A customer is disappointed by the number of dropped calls she has been experiencing.
3.For an office manager: You didn’t order enough supplies, and your co-workers are upset they don’t have the materials they need to finish their job.
4.For a day care owner: One of your employees told a child to “shut up” and the parent found out about it and is very upset.
5.For a contractor: You have been very busy and unable to complete a customer’s two-bathroom remodel on time. The customer is angry because she expects company and the bathrooms are not complete. 1.For servers at a restaurant: a customer doesn’t like his food.
2.For a cell phone service call center: A customer is disappointed by the number of dropped calls she has been experiencing.
3.For an office manager: You didn’t order enough supplies, and your co-workers are upset they don’t have the materials they need to finish their job.
4.For a day care owner: One of your employees told a child to “shut up” and the parent found out about it and is very upset.
5.For a contractor: You have been very busy and unable to complete a customer’s two-bathroom remodel on time. The customer is angry because she expects company and the bathrooms are not complete.
Explanation / Answer
A service recovery process will typically consist of the following steps:
(i) Predict in advance the needs of the customers.
(ii) Recognize the problem and the feelings of the customer.
(iii) Apologize to the customer and take the responsibility for the wrongdoing.
(iv) Provide alternatives to the dissatisfied customer to undo the mistake committed.
(v) Make possible corrections.
The various options for service recovery for the given situations are as follows:
1. For servers at a restaurant:
If a customer dislikes the food then the server should first apologize and take responsibility for it. Then the server should provide options to the customer like non-payment of bill from customer end, or preparing the food again as per the specifications of the customer. Moreover, in the second serving, if the customer is still not satisfied, then he/she need not pay the bill.
2. For a cell phone service call center:
The customer care executive of the call center should apologize for the incident and promise the customer that the number of dropped calls will be minimized to the maximum extent possible in the near future.
3. For an office manager:
The office manager should first apologize for the mishap and immediately make emergency order for the materials required by the co-workers to complete their job.
4. For a day care owner:
The owner should first of all say sorry to the parent and then assure the parent that such an incident will not repeat in the future and that utmost care would be taken while handling the child.
5. For a contractor:
The contractor should sincerely apologize for the delay in the work and should expedite and finish the job in the next two days by bringing in more persons.
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