SERVICE RECOVERY PROCEDURES

At times, there are Customers who did not get what they ordered for. The quality was bad or the service did not meet their expectation. When this happens, there is a need to try to resolve the situation immediately as best as possible.

If this happens, the following steps should occur:

•REACT IMMEDIATELY: Approach the Customer with a smile and introduce yourself – “My name is Stella and I am the Customer Service Manager. How may I help you?

•EXPRESS YOUR CONCERN: Acknowledge the Customer’s problem and apologize. Remain calm and show your concern through empathy. You may say- “I am sorry that we caused you to be dissatisfied with your order, please allow me make it right’.

•CONTAIN THE SITUATION: If at all possible, lead the Customer away from the mainstream of activity, to a relatively quiet corner, before pursuing the complaint.

•OBTAIN all relevant information by listening attentively. Seek clarification and hear the Customer out. Listen attentively and do not interrupt.

•VERIFY the information by repeating your understanding. This is very important to ensure that you and the Customer are actually on the same page and there are no hidden meanings or issue not dealt with.

•EMPOWER the Customer by giving them the choices to correct the situation,for example, let them have a say when it comes to a bad product whether they want a replacement or their money back. This is so as to allow you provide a solution to meet or exceed their expectations.

•RESOLVE the situation. Accept responsibility for the situation calmly and sincerely.

•YOUR sincere apology and an invitation to the Customer to return after carefully following the above steps will go a long way to recover a dissatisfied customer. Make a final apology, express appreciation and thank them.