Topic: 3.6.1 Service Recovery

SERVICE RECOVERY Topic 1 UNDERSTANDING SERVICE FAILURE Most services fail because users are dissatisfied with the service journey or outcome. Ultimately, it doesn’t match their expectations. Expectations are forged by Touchpoints, the environment, failed technology,...

Topic: 3.6.2 Service Recovery Quadrant

SERVICE RECOVERY Topic 2 Determining Whether to Recover a Service Determining how to recover a service depends on the user’s perspective of the failure (matched to expectation) and an understanding of the circumstances (severity). Service Recovery Quadrant (TM) The...

Topic: 3.6.3 Service Recovery Planning

SERVICE RECOVERY PLANNING Topic 3 Service Recovery Planning Building a service recovery program requires gathering insights into service failures. Preparation begins with keeping a log of instances of user dissatisfaction. This is a serious activity with significant...