service excellence : resolve service breakdown
Post on 28-Nov-2014
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RESOLVING
BREAKDOWN SERVICE
Service Excellence
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Contact Us Call us. 0817 0844 840 Text us. contact@gofaztrack.com www.gofaztrack.com
Service Breakdown occur whenever any
product or service fail to meet the customer's
expectatios
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ROADBLOCK TO SERVICE EXCELLENCE
NOT LISTENING
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LACK OF RESPECT
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INADEQUATE MATERIALS OR SUPPORTING EQUIPMENT
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POOR COMMUNICATION
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LACK OF TRAINING
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WORK CONFLICT
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HOW TO RESOLVING SERVICE BREAKDOWN ?
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SERVICE RECOVERY STRATEGY
Express respect Listen to
understand Uncover the expectations
Outline the solutions
Take action and follow
through
Double check for
satisfaction
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EXPRESS RESPECT “What you are telling me i important”
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LISTEN & UNDERSTAND “Please tell me what happened”
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UNCOVER THE EXPECTATIONS “Will you please tell me what you feel need to be done”
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“You have several choices”
OUTLINE THE SOLUTIONS
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“You refund has been requested. I will personallu check with accounting to ensure your check goes out friday”
TAKE ACTION AND FOLLOW THROUGH
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“I am following up to make sure your check arrived”
DOUBLE CHECK FOR SATISFACTION
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