Question

Discuss the four common service recovery mistakes made by organizations. Give examples.

Answer 1

Disregarding the proofs which exhibit that service recovery can result in a sustainable financial return can be seen as the first mistake made by the managers. This mainly results as the main focus remains on the cost cutting and thus not being able to respect and retain the customers.

The second mistake made by the manager is the inability to invest sufficiently in the activities which can overcome the issues related to service quality. In this mistake too, the main focus remains on the cost along with the limited training opportunity and education. If proper training is not provided to the service staff then they will not be able to perform required service recoveries.

The third mistake is experienced when good attitude and behaviours are not shown by the customer service staff. The behaviour or response of the customer will be in accordance with the behaviour of the service staff. If the poor behaviour is shown by the staff then it will create hindrances in obtaining effective recovery such as recompense.

The last mistake is done when the organization make a very lengthy or complex process of complaining or providing feedback. With the help of customer’s complaints, the organization can focus on overcoming service deficiencies and to have better recovery efforts. Customer retention will hamper if attempts are made o control the complaints and this will result in faulty service procedures to persist.

For example, if some service quality defects are shown by the customers and these are rejected by the manager, the customer will not be happy with the service quality and he can shift to other service providers. Similarly, if the staff is not given proper training in dealing with the customers, there can be conflicts between the staff members and customers and this will lead a very negative impact on the customer and customer will avoid utilizing the services of the company. Recently I went to one mobile service centre and the behaviour of the service staff was very rude. The staff was involved in regular arguments with the customers and they responded the queries of the customers in a bad tone. This led a very bad image on me and I decided not to visit the store again.