Question

To develop a specific service recovery process and options for the following situations:

For servers at a restaurant: a customer doesn’t like his food.

For a cell phone service call center: A customer is disappointed by the number of dropped calls she has been experiencing.

For an office manager: You didn’t order enough supplies, and your co-workers are upset they don’t have the materials they need to finish their job.

For a day care owner: One of your employees told a child to “shut up” and the parent found out about it and is very upset.

For a contractor: You have been very busy and unable to complete a customer’s two-bathroom remodel on time. The customer is angry because she expects company and the bathrooms are not complete.

Answer 1

1. For servers at a restaurant: a customer doesn’t like his food

The customer is served with a fresh and delicious dish without charging him. The restaurant needs to create a goodwill in the mind of customer before he leaves to ensure he comes back the next time and doesn't foul mouth on the restaurant's food and service.

2. For a cell phone service call center: A customer is disappointed by the number of dropped calls she has been experiencing.

Apologizing to the customer for the issue and promising and ensuring that the issue will be resolved soon.

3. For an office manager: You didn’t order enough supplies, and your co-workers are upset they don’t have the materials they need to finish their job.

Immediately order for supplies even though they cost little higher or order supplies from a back up supplier. Engage the co-workers in other relevant jobs till the supplies are provided.

4. For a day care owner: One of your employees told a child to “shut up” and the parent found out about it and is very upset.

Explaining the parent why the employee behaved that way and apologizing to ensure the incident will not repeat in future. Offering goodies to the child to make him/her feel good.

5. For a contractor: You have been very busy and unable to complete a customer’s two-bathroom remodel on time. The customer is angry because she expects company and the bathrooms are not complete.

Employing additional resources to complete the job in time though it might cost a bit higher for the contractor.