Service recovery - Essay Example

[Your full July 22, Service Recovery Service recovery is the process of removing the foul-ups that occur with time and stabilizing the system so that complaints do not come in future and the disappointment converts into satisfaction and delight in the time to come (Fitzsimmons and Fitzsimmons). While performing service recovery, the issue must be addressed properly. If the breakdown or the failure that occurred was due to the mistake of the personnel, then the service recovery is psychological in nature; while, if it was due to the failure of structural infrastructure, then the customer should be given compensation so that his satisfaction is guaranteed.

The first thing that a service provider should do is take the whole responsibility for the breakdown (hope and Muhlemann). For example, instead 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 understood 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 client 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 follow up call is very central after the system has been recovered to help maintain the stability of the relationship with the client. Works Cited Fitzsimmons, James A., and Mona J. Fitzsimmons. Service Management: 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.