Service Recovery English 

What is Service Recovery?

Author - Dr. Ye Linn,  READ : Myanmar Version

The key issue in any business is to offer the best service possible. Nevertheless, service failures or deficiencies may still happen even when we are seeking to provide excellence. Unless these failures are addressed, or they are ignored, the resultant effect will be only negative customer experiences and responses.

So, in case of any service failure, it is quite essential to undertake the measures to restore the trust and the satisfaction of the Customers. Service Recovery, when done well, has the power to turn an unpleasant experience into a positive one, which can make the relationship between the company and the customer stronger.

The Significance of Recovery of the Service.

• Customer Retention- Customers are likely to remain in a company at an average of 70 percent when their problems are appropriately addressed.
  
  

• Minimising Negative Word-of-Mouth -A bad customer has the capacity to tell up to 9-15 individuals of his/her experience.
  
  

• Defending Brand Image- Customer issues can be successfully managed and minimised to boost the company image.
  
  

• Competitive Advantage - Well-developed service recovery practises may turn into a competitive edge.
  
  

• Inspiring Continuous Improvement -Service failure can also be very helpful in rendering more valuable lessons that can be utilised in order to enhance the overall quality of service.

To Be Continued