SERVICE FAILURES
Even with the Best organizations failures can just happen – they may be due to the service not available when promised, it may be delivered late or too slowly (some times too fast ??), the outcome may be incorrect or poorly executed, or employees may be rude or uncaring. All these types of failures bring about negative experiences. If left unfixed they can result in customers leaving, telling others about the negative experiences or even challenging through consumer courts.
Research has shown that resolving the problems effectively has a strong impact on the customer satisfaction, loyalty, and bottom-line performance. Customers who experience service failures, but are ultimately satisfied based on recovery efforts by the firm, will be more loyal.
6 Comments