The Art & Science of Service Recovery
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Transcript of The Art & Science of Service Recovery
The Art & Science of Customer Service Recovery
Michael Pace
Twitter: @mpace101
ART SCIENCE
“Customers do not expect you to be perfect. They do
expect you to fix things when they go wrong”
Doug Porter – SVP while at British Airways
Twitter: @mpace101
Service Recovery is not always easy
Twitter: @mpace101
http://www.youtube.com/watch?v=2lw96ajS_Zk&feature=em-share_video_user
What is Service Recovery?
“Service recovery is the art of fixing what went wrong for the customer
and mending the damage that error, mistake, or misstep did to your relationship with the customer.
Service recovery is about restoring trust when your customer is most
vulnerable to doubt.”
Chip R Bell & Ron Zemke from “Knock Your Socks Off Service Recovery”Twitter: @mpace101
Service Recovery dramatically increases customer loyalty
Twitter: @mpace101
Now, don’t go purposely providing a poor customer experience just so that
you can try to conduct a successful service recovery.
That would probably be a really bad business idea.
Twitter: @mpace101
Great Service Recovery is a delicate mix of art and science
ART SCIENCE
JudgmentEmpowered AssociatesCustomer Service Skills
Process ManagementGuidelines/GovernanceIntegrated Thinking
Service Recovery has immense short term and exponential long term impacts
Future CustomersImmediate Customer
Time
Customers Impacted
Fix the problem Fix the root issue
The Immediate Customer – Short Term steps to Service Recovery
1. Need to identify who has been impacted
2. Create criteria for which customers you will taken action
3. Develop guidelines for recovery steps
4. Document for performance purposes, risk management, and long term change
Step 1: Need to identify who has been impacted – best places to discover
4 Best immediate, low bias location to identify customers of recovery
4 Continuous cycle of new cases
4 Customer Service Agents know when an error has been previously made
4 Trick is to get them feeling comfortable to provide examples
4 Call Quality Analysts know when processes have not been followed
4 Can hear the tone of the contact
4 Clear detractors and passives identified
4 May be influenced by more than service interaction
Incident Surveys
The Front LinesNet Promoter Score Surveys
Quality Monitoring
Step 2: Create criteria for which customers you will taken action
1 2 3 4 5 6 7 8 9 10
You will not be able to help everyone, so you must develop your action subsets
Review your broader strategy: Are you bringing up “the middle” to great or want to look at the fix the worst cases? Or something else?
DON’T FORGET TO THANK & POSITIVELY REINFORCE EXCITED CUSTOMERS
Step 3: Develop Guidelines for your recovery steps
Track
Score
Process/Limitations
Budget1. Set up simple tracking mechanisms
2. Score the Severity
3. Provide processes, limitations, and allocations based on severity and customer value
4. Allocate a budget for recovery steps
Step 4: Document for performance purposes, risk management, & long term change
Customer NameCustomer IDType (Complaint, Dispute, Low Score, etc..)Source (NPS Survey, Incident Survey, Agent, Escalation, etc…)Process CauseResolved (Yes/No)Resolution DateFollow Up DateNotes
Database or Tracking Mechanism (Excel or
Google Docs)
Long Term – Track your Processes and Causes to identify root causes of issues
4Application
4Placing an order
4Order Fulfillment
4 Phone, Email, Chat, Social
4 Cancellations
4 Payments
4 Specific to your company
Process Examples
4Accuracy
4Turn Around Time
4Communications
4 Clarity
4 Policy Issue
4 Friendliness
4 Fraud
4 Specific to your company
4 Agent
Cause Examples
Long Term – Track your Processes and Causes to identify root causes of issues
The Pareto Principle, or the 80-20 rule, says that roughly 80% of the effects are caused by 20% of the issues.
Over the course of a period of time, you should be able
to start charting your process and cause issues.
By attacking the root cause of these issues, you should be able to reduce the need
for service recovery and more importantly the
customer impact.
Staffing the right people makes all the difference – 3 qualities
Customer Service Rockstar Exercises Responsible Freedom
Analytical, Process Oriented, with a hint of Innovation
Sharing experiences and Q&A
Michael Pace
Customer Support & Community Management Executive
Principal of The Pace of Service (Consultancy)
Twitter: @mpace101LinkedIn & Google+
Blog: www.thepaceofservice.com Text SOCSERVICE to 22828 for Mailing List
Slideshare: http://www.slideshare.net/mpace101
Introductions
• The Pace of Service - http://thepaceofservice.com/• Chip R Bell & Ron Zemke - Knock Your Socks Off Service Recovery• Service Recovery Paradox
References
Twitter: @mpace101