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|Service Recovery Practices                                   |
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|Making the Case for Service Recovery --  Customer Retention|
|Articles & Research on Service Recovery |
|[pic]“The Profitable Art of Service Recovery, “ Harvard Business Review, Hart, Heskett, & Sasser, 1990. |
|[pic]Resolving Patient Complaints: A Step-By-Step Guide to Service Recovery,Osborne, 2004. |
|[pic]Knock Your Socks Off Service Recovery, Zemke, 2000. |
|[pic]The Handling Complaints Pocketbook, Boden, 2002.   |
|[pic]Complaint Management: The Heart of CRM, Stauss & Seidel, 2005.|
|[pic]A Complaint is a Gift: Using Customer Feedback As a Strategic Tool, Barlow, 1996. |
|Articles on Service Recovery by Great Brook |
|[pic]Service Recovery Turned Sour|
|[pic]Lessons (that should have been learned) from Service Recovery |
|[pic]A Sporting Service Recovery |
|[pic]United Airline's bizarre service design|
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|The goal of service recovery is to identify customers with issues and then to address those issues to the customers' |
|satisfaction to promote customer retention.  However, service recovery doesn't just happen.  It isa systematic business process|
|that must be designed properly and implemented in an organization.  Perhaps more importantly, the organizational culture must be|
|supportive of idea that customers are important and their voice has value.   |
|Research has shown that customers who have had a service failure resolved quickly and properly aremore loyal to a company than |
|are customers who have never had a service failure -- significantly more loyal.  Service Recovery practices are a critical |
|element in a Customer Loyalty Program.   |
|Think about your own experiences with service or product problems.  Did you get a quick acknowledgement...