After reading Chapter 7 in your textbook, develop a specific service recovery process and options for customer recovery for each of the following situations. Also, include a process for measuring customer satisfaction for each:
For servers at a restaurant: a customer doesnt 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 didnt order enough supplies, and your co-workers are upset they dont have the materials they need to finish their job.
For a daycare 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 customers two-bathroom remodel on time. The customer is angry because she expects company and the bathrooms are not complete.
You should submit
Specific service recovery processes and options for customer recovery and include a process for measuring customer satisfaction for each.
The World of
Customer Service
Third Edition
Pattie Gibson, Ed.D.
Assistant Professor
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Northern Arizona University
Flagstaff, Arizona
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