While we never want our customers to experience a service failure, let’s face it – we don’t live in a perfect world. Things happen. Items out of our control can occur and negatively impact our customer’s experience. We certainly cannot control everything that happens during our customer’s service delivery experience, but we CAN control how we respond to any failures or shortcomings that happen.
Recovery – or how we respond to customer complaints – is often the key to keeping or losing a customer for life. Successful service recover follows 4 simple steps.
The A,B,C,Ds of Service Recovery.
A – Apologize early and often.
B – Be present.
C – Close the loop.
D – Do more than is expected.
By: Jim Hartigan (A 30-year hospitality industry veteran)
The above is an extract of the original article available at: ehotelier