Service Failure Recovery Customizable Courseware

How to Foster an Invaluable Customer Experience No organization, no matter how conscientious, can completely prevent problems and mistakes all the time. Weather delays, dependence on other companies for manufacturing or fulfillment, delivery issues, clerical errors, etc., can lead to slip-ups that are out of your control. Service recovery is crucial in these instances, but often, service falls short. The top two reasons that companies lose customers are that the customers feel poorly treated or that the employee failed to solve the customer's problem in a timely manner. The phrase "service recovery paradox" was first used by Michael McCollough and Sundar Bharadwaj in 1992. The paradox occurs when a customer is more satisfied with a company after it has fixed a problem than if the problem had never happened – if the company resolves the situation in a way that exceeds the customer's expectation. Service Failure Recovery teaches that your goal should be to use these problems as an oppor