Lesson 31º








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.