|
| |
The service recovery paradox is when a customer ends up having a greater opinion of a firm after a problem occurs. This is based on the idea that customers may be more impressed by a service recovery than they are unimpressed by the initial problem itself. The following are factors that may contribute to improved customer relationships after a failure.
HonestyCustomers have typically had experiences with firms, products and brands that attempt to downplay or hide failures. Quickly admitting to failures is often appreciated.InformationWhen there is a problem, customers want information as to the cause of the problem and what steps are being taken to address it. An airline that explains delays in detail may gain higher ratings than an airline that keeps customers in the dark.
Speed of FixesIssues such as software bugs that get fixed promptly as opposed to festering for long periods of time.ApologiesApologies for failures big and small are typically expected by customers. Customer is Always RightRecognizing that perceived problems are problems. CompensationCompensating the customer for inconveniences or losses.|
Type | | Definition | When customer satisfaction improves after a service failure due to the diligence demonstrated in handling the failure. | Related Concepts | |
Goals
This is the complete list of articles we have written about goals.
If you enjoyed this page, please consider bookmarking Simplicable.
A list of widely accepted customer service principles.
The common types of experience quality.
A definition of customer facing with examples.
A definition of customer friendly with examples.
The common types of product knowledge.
The definition of ticket management with examples.
A definition of customer focus with examples.
The common ways to improve customer service.
Detailed examples of customer service improvement plans.
The definition of customer dissatisfaction with examples.
A list of quality types.
The subtle difference between quality and value.
The common types of quality metrics.
The primary types of service quality.
A definition of critical to customer with examples.
An overview of design life with examples.
The common types of planned obsolescence.
The definition of quality objectives with examples.
A definition of credence quality.
TrendingThe most popular articles on Simplicable in the past day.
Recent posts or updates on Simplicable.
Site Map
© 2010-2024 Simplicable. All Rights Reserved. Reproduction of materials found on this site, in any form, without explicit permission is prohibited.
View credits & copyrights or citation information for this page.
|
