May 2001
Intermediate to advanced
174 pages
5h 4m
English
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11Recovering from Mistakes—Yours and Your Customer’s
Learning Objectives
By the end of this chapter, you should be able to:
• Identify causes of service breakdown.
• Develop a strategy for preventing service breakdown.
• Implement techniques for recovering following service breakdowns.
Just as customers have expectations of service in general, they havespecific recovery expectations that must he researched and understood.
THE NEED FOR SERVICE RECOVERY
Service recovery is the approach that you and your organization take to identify the causes for service breakdown and the subsequent actions you ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.