Customer Service Recovery Essay - 870 Words

Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction. Service†¦show more content†¦Customer loyalty increases the opportunity for organizations to build upon its customer base, and boost the return of its existing customers. Repeat business is evidence of satisfied customers. Satisfied customers are happy with the services and/or products they received, resulting in the likelihood of their return to purchase additional items. Upon each return visit, they anticipate the delivery of quality products and/or service. In addition, communication is also critical element of the service recovery process. Communication creates the foundation for a positive customer service experiences. It helps create realistic expectations for both the organization and the customer alike. Open lines of communication encourage customers to express their concerns, expectations, likes and/or dislikes about the services they receive. There are several methods for collecting communication data, the following are common collection methods; surveys, company websites, also the basic CSR and customer interactions. Creating a venue for customers to express their opinions is an ideal method for customers to evaluate your establishment, in its entirety. Opinion assessments not only allow customers to express their unbiased views, it also provides an opportunity for organizations to become familiar with their customers’ expectations. The collectedShow MoreRelatedThe Hospitality Industry : The Quality Of A Product And Service Essay1497 Words   |  6 Pagesa product and service. Unfortunately, the majority of customers are dissatisfied by the way companies resolve problems. Moreover, research has proven that customers often have more negative impressions after they go through the service-recovery process(Tax and Brown, 1998). Nonetheless, each companies utilize divergent methods for service recovery in order to please a customer. In an establishment, in this case a restaurant, it is significant for employees to notice when a customer is being dissatisfiedRead MoreCustomer Experience Management At The Food And Beverage Staff1691 Words   |  7 Pagestheir experiences of service recovery. 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