Customer Service

Roadblocks to Service Recovery

Sometimes, your efforts to recover from an organization’s inactions or actions can be impeded by your own or other employees. Here are some common obstacles that often impede recovery efforts.

Poor or inadequacy communication

When service breaks down, it is impossible to recover without solid communication. Your customer’s communication with you can make or break your customer-provider relationship. It is important to maintain open communication with your customer before, during and after any transaction or customer contact. In the case of ongoing customer situations (e.g., a lawyer working alongside a client), it can cause a breakdown in the relationship. Customers should always be kept informed and consulted. Customers who feel left out or neglected can lead to dissatisfaction, and even loss of loyalty.

Not listening actively

To effectively listen to customers, you must be active. You must not only receive the data but also analyze it and take action. Although service providers do listen, they often fail to respond accurately or actively. This can send a clear message that you don’t care.

Customer disrespect is not appreciated

Respecting the customer is closely linked to listening. You can make customers feel uncaring or disrespectful if you don’t listen or act appropriately. You might make a little gesture that makes you seem disrespectful, such as keeping a customer waiting for their appointment when they have one. You are at a doctor’s, dentist’s, or other medical facility.

For internal customers, the same applies if you are late to a scheduled meeting. In such situation you and your organization/department lose as customers complain, display their dissatisfaction in front of other customers, and/or (in the case of external customers) desert to a competitor.

This lack of respect may be perceived by the customer only. However, in these instances it is the customer’s perception which matters. It is best to keep your eyes on the customer and avoid dissatisfaction. These are the steps you need to take to ensure your service is restored quickly after a break down occurs.
1. Please accept our apologies, please apologize, and then apologize again.
2. You must immediately take action to resolve the situation.
3. Show compassion
4. Offer compensation
5. Follow-up is necessary to ensure customer satisfaction.

Materials or equipment inadequat or out of date

Failing to have the tools necessary to provide exceptional service is frustrating and inefficient. It can also cause trust to be lost and the customer relationship may suffer. You might call a customer to update their address or sell them new products or services. You might not be aware that other customers have called the customer. They may also have purchased the update from another representative. This can lead to frustration and a loss of credibility. Another example would be inept dates or record tracking software that does not allow for timely entry and retrieval information when dealing customers.

Mangel of training

If you don’t have the right skills and knowledge, it can be very difficult to perform at extraordinary levels. This is particularly true if you don’t have the necessary knowledge about the company, its products, procedures and procedures. You also lack the interpersonal skills required to complete service recovery. You should contact your boss to request training if you find any gaps in these areas or any other aspect of customer service. The training should be informal (i.e. This training night can be informal (i.e. audiotapes/videos CD-ROM, self study courses, Internet courses or written materials), or formal (i.e. Classrooms, one-on-1 coaching, and conferences. It is not important how you present your message.

Work conflicts

You can fail no matter how passionate you are about providing quality service. It is impossible to do everything for everyone. If work scheduling makes it difficult to be in all the right places, then failure is likely. This can be overcome by constant monitoring of the workload. For job sharing, schedule changes, or reapportionment, make sure to communicate your suggestions to your supervisor.

molw.net

We are a team of professionals with each having two decades of experience in start-ups, sales, marketing, finance, HR, large scale project and profit centre management and running mature cross functional operations. At Molw.net we are big believers that knowledge transfer is critical to our industry’s evolution. We love to share our experiences and learnings through our online resources.

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