Service Recovery System
What is it?
This consultancy aims to build the fundamentals that support empowerment and recovery actions during service breakdowns. This intervention is a “must have” for organizations that desire to empower their staffs to handle critical situations in the event of service breakdowns and special requests.
A sound service recovery system will not only uphold your company’s image, it will also turn angry customer
to become your brand advocate
Why Service Recovery?
It is 5 TIMES MORE EXPENSIVE TO ATTRACT NEW CUSTOMERS THAN TO KEEP EXISTING ONES.
- 90% or more who are dissatisfied with service received will not return.
- 70% will do business with you again if their problem is resolved.
- 95% will do business with you again if the problem is resolved on the spot study conducted by TARP*
*Technical Assistance Research Programme
Our Unique Proposition:
- We begin with a Service Recovery System (SRS) Assessment of the organization.
- Based on the SRS gap analysis, our consultant will recommend appropriate plans, systems, policy, procedures and interventions.
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