Exceptionally Right The Second Time


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The organizations that are known for their legendary service are great when it comes to service recovery.

Remember, service recovery means that you need to take personal action to listen, problem solve and respond to the customer issue or complaint.

This provides you and your organization an opportunity to recover in such a way to create a differentiated service experience.

When it comes to service recovery, we know we will get the most positive impact if we are able to resolve the issue and recover immediately.

Having a clear understanding of the service boundaries and recovery guidelines for you and your department is a key step in being able to recover quickly. It is important to review and understand the amount of autonomy and authority you personally can use when engaged in a service recovery process.

If you have the authority and the ability to resolve the issue, do so immediately. Often times taking ownership, acknowledging the issue and apologizing is all it takes to recover with the customer.

By being proactive in your recovery, you will continue to exceed our customer’s expectations and maintain their loyalty.

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Republished with author's permission from original post.

Peter Psichogios
Peter Psichogios is the President of CSI International Performance Group whose mission is to help companies create engaging employee and customer experiences. Prior to joining CSI International Peter served as an executive member of one of the largest Instructional System Association companies in the world. In this capacity, he led all the front-end analysis and worked directly with Dr. Ken Blanchard. Peter has been fortunate to work with the who's who of the Fortune 500, helping them deliver innovative learning, engagement and recognition solutions.


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