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For any service sector enterprise, service recovery is extremely important. It may be loosely defined as the process by which actions are taken by the company to bring a customer from a level of dissatisfaction to a level of satisfaction. Service recovery differs from complaint in the sense that while complaint management focuses on customer complaints on service failures, service recovery may focus on solving the issue even before the customer expresses dissatisfaction or leaves the service encounter dissatisfied. In the service sector, service recovery has become extremely important for brand image and customer retention.
Some experts even suggest that high level of service may occur in what is called the ‘service recovery paradox’. It occurs when the customer is satisfied to an extent which exceeds his expectations. Some important areas of service sector are banking, insurance, internet, advertising and media, hospitality, healthcare, online services etc.
Service recovery failure might occur due to various reasons:
Service failures might be prevented or service recovery might be initiated by adopting some simple strategies on the part of the company.
Topics relating to service failure, recovery and customer care are extremely crucial for students trying to master the art of business management. Business students, however, need expert help to write on such topics as they require in-depth knowledge and understanding of the concepts related to customer satisfaction, brand image and customer retention.
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