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Module 1: Developing Customer Relationships

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Complaint Handling and Service Recovery - Part 2

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MODULE OVERVIEW

Explain the service recovery paradox.
Know principles of effective service recovery systems.
Be familiar with guidelines for |frontline employees onhandling complaining customers and on recovering from service failures.

THE SERVICE RECOVERY PARADOX

The service recovery paradox describes the phenomenon where customers who experience an excellent service recovery after a failure feel even more satisfied than customers who had no problem in the first place.
Service Recovery is turning a service failure into opportunity you wish you never had – Michael Hargrove

PRINCIPLES OF EFFECTIVE SERVICE RECOVERY

Make it easy for customers to give feedback.
Enable effective service recovery
Establish appropriate compensation levels

DEALING WITH COMPLAINING CUSTOMERS

Both managers and frontline employees must be prepared to deal with distressed customers, including jay customers who can become confrontational and behave in unacceptable ways towards service personnel who often aren't at fault in any way.
Good interactive skills combined with training and on-the-spot thinking are critical for frontline employees

CONCLUSION

In this module we understood the service recovery paradox.
Learnt principles of effective service recovery systems.
Discussed the guidelines for frontline employees on handling complaining customers and on recovering from service failures.