Learn from Recovery Experiences:-

Advertisement

   “Problem- resolution situations are more than just opportunities to fix flawed services and strengthen tie with customers. They are also a valuable – but frequently ignored or underutilized – sources of diagnostic, prescriptive information for improving customer’s services. By tracking service recovery efforts and solutions, managers can often learn about systematic problems in the delivery system that needs fixing. By conducting root-cause analysis, forms can identify the sources of the problem and modify processes, sometimes eliminating almost completely the need for recovery.

At the Ritz-Carlton employees record every service recovery opportunity and how it was handled; the employee who gets the complaint is required to do this. This information is then entered into the customer database and analyzed for patterns and systematic service issues that need to be fixed. If needed, a project team is assigned to a problematic area to develop a solution. In addition, the information is entered into the customers personal data file so that when that customer stays at the Ritz- Carlton again

(No matter what hotel), employees can be aware of the previous experience, ensuring that it doesn’t happen again for that particular customer.

Advertisement
The following two tabs change content below.
We, at BMS.co.in, believe in sharing knowledge and giving quality information to our BMS students. We are here to provide and update you with every details required by you BMSites! If you want to join us, please mail to [email protected]
0 Comments

Leave a reply

BMS.co.in is aimed at revolutionising Bachelors in Management Studies education, also known as BMS for students appearing for BMS exams across all states of India. We provide free study material, 100s of tutorials with worked examples, past papers, tips, tricks for BMS exams, we are creating a digital learning library.

Disclaimer: We are not affiliated with any university or government body in anyway.

©2020 BMS - Bachelor of Management Studies Community 

A Management Paradise Venture

Ask Us On WhatsApp
or

Log in with your credentials

or    

Forgot your details?

or

Create Account