Service recovery Essay Example | Topics and Well Written Essays - 250 words

Service reco rattling - Essay ExampleThe world-class thing that a service supplier should do is take the whole responsibility for the breakdown (hope and Muhlemann). For example, kind of of saying, It was not our fault, he should say, We are sorry and we shall see what we can do. Apologies are a very important part of system recovery. He should make the customer feel that he is being unsounded and will be attended. Next, he should take immediate actions to solve the problem, and should call back the customer every now and then so that he does not feel that he is being kept waiting. If the node is too hard, the provider can use sentences like, What can we do to make you comfortable? How a provider deals with a difficult client is very important for a successful service recovery. A embody up call is very central after the system has been recovered to help maintain the stableness of the relationship with the client. Works Cited Fitzsimmons, James A., and Mona J. Fitzsimmons. Servi ce focussing Operations, Strategy, and Information Technology. USA McGraw-Hill/Irwin, 2006. Hope, Christine, and Alan Muhlemann. Service Operations Management Strategy, Design, and Delivery. USA Prentice Hall, 1997.