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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