Complaints Handling and Service Recovery Strategies
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COMPLAINTS HANDLING AND SERVICE
RECOVERY STRATEGIES
Submitted To:- Submitted by :- Jugraj Singh
Mr. Jagjeet singh MBA 4th sem
1336819
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COMPLAINTS HANDLING
Customer dissatisfaction is undoubtedly the major source of customer complaints and it occurs when the customer’s experiences with a product or service fails to live up to expectations. The proper handling of customer complaints can mean a big difference in organisational performance.
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Objectives of Handling Customer Complaints
• Stabilising Customer Relation• Preventing Negative Word of Mouth• Increasing Customer Satisfaction
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Guidelines for Handling Complaints
• Acknowledge the importance of the customer• Understand the customer problem• Repeat the problem to the customer• Think of all possible solutions• Agree on the solution• Empathy
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Service Recovery
Service recovery refers to the action taken by an organisation in response to a service failure. Service recovery is a planned process of returning an aggrieved or dissatisfied client to a state of satisfaction with company.
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Service Failures
Service failure are instances where a service is either not performed or is performed poorly. In terms of satisfaction states, service failure are the instances when customers leave a service angry or dissatisfied. In both situations, the service performance is below the adequate expectation level of customer.
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SERVICE RECOVERY STRATEGIES
• Do it right the first time
• Welcome and encourage complaints • Act quickly • Treat customers fairly • Learn from recovery experiences • Learn from lost customers
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