Recovery
of Service
Sometimes
mistakes are made. When mistakes happen we should know the answers
to the most common problems. When facing a badly run service the following
is essential:
a) Adaptability.
Respond to the precise needs of the clients.
b)
Spontaneity. Try to do something
before being asked to do it. For example, small gifts.
c)
Communication with the client.
Communicate the problems in the service and inform the client about
the possible alternatives to compensate for the bad service.
The process
to recover the service should be planned out and the employee has
to have the correct training and know the correct information and
procedures to follow so that the incident doesn’t mean the loss
of the client. Here is the process employees should follow:
Forward
thinking. The sooner the incident is solved the better. The best
thing to do is act before the complaint is made.
The compensation should be sufficient and adequate. Recognize the
problem and give compensation for the mistakes.
The information and communication should be precise, bidirectional
and should develop from the client’s perspective and feelings.
We differentiate between profitable and non profitable clients.
The big effort to prevent client loss should start with the profitable
clients.
Retention
Strategies
Client
loyalty usually implies certain strategies being put into place. We
should try and keep the profitable clients in the company as long
as we can. Some of the retention strategies and loyalty instruments
are based on:
a) Financial
benefits. Rewarding for example, “free air miles”.
b) Different personalization strategies.
c) The creation and maintenance of relationships. The creation of
economic, information, sentimental links.
