Service Recovery
Service Recovery is the strategic process of rectifying service failures, mitigating customer dissatisfaction, and restoring trust by efficiently resolving complaints or problems. This capability includes acknowledging errors, empathizing with customers, offering solutions, and conducting follow-ups to ensure complete satisfaction and service improvement.
Level 1: Emerging
At an emerging level, you are learning to identify and resolve customer issues effectively. You handle complaints responsibly, striving for successful resolution while maintaining customer satisfaction and loyalty.
Level 2: Proficient
At a proficient level you are skilled in effectively resolving customer issues, demonstrating empathy, offering appropriate solutions, and ensuring customer satisfaction through prompt and courteous service recovery processes.
Level 3: Advanced
At an advanced level you are proficient in quickly and effectively resolving customer issues, exceeding expectations, and turning negative experiences into positive outcomes, enhancing customer loyalty and satisfaction.
