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1. Service Excellence
RESOLVING
SERVICE
BREAKDOWN
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2. Service Breakdown
occur whenever any
product or service fail to
meet the customer's
expectatios
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3. ROADBLOCK TO
SERVICE EXCELLENCE
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4. NOT LISTENING
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5. LACK OF RESPECT
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6. INADEQUATE MATERIALS OR
SUPPORTING EQUIPMENT
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7. POOR COMMUNICATION
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8. LACK OF TRAINING
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9. WORK CONFLICT
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10. HOW TO RESOLVING
SERVICE BREAKDOWN ?
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11. SERVICE RECOVERY STRATEGY
Listen to Uncover the
Express respect
understand expectations
Take action Double
Outline the
and follow check for
solutions
through satisfaction
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12. EXPRESS RESPECT
“What you are telling me i important”
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13. LISTEN & UNDERSTAND
“Please tell me what happened”
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14. UNCOVER THE
EXPECTATIONS
“Will you please tell me what you feel need to be done”
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15. OUTLINE THE SOLUTIONS
“You have several choices”
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16. TAKE ACTION AND
FOLLOW THROUGH
“You refund has been requested. I will personallu check
with accounting to ensure your check goes out friday”
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17. DOUBLE CHECK
FOR SATISFACTION
“I am following up to make sure your check arrived”
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18. Find more useful articles at
WWW.GOFAZTRACK.COM
Thank You
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