by Steven Slater | Aug 30, 2018 | The Master
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,...
by Steven Slater | Aug 20, 2018 | The Master
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...
by Steven Slater | Aug 15, 2018 | The Master
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...
by Steven Slater | Aug 1, 2018 | The Master
THE MASTER Conclusion This concludes the demo, a view into two modules and related topics that mirror the beginning of the Master course. We also offer demos for The Apprentice and The Journeyman, along with accompanying reference handbooks. If any of these are of...
