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For servers at a restaurant: a customer does not like his food
The server must engage with the customer to understand the reasons he does not like the food and offer to make amends, such as by doing the meal over or offering an extra item on the menu like an after-meal drink. Additionally, the server must follow up to ensure that the customer is satisfied. Prosperous businesses have a strategy that resolves customer grievances and, makes the client feel good about the experience (Silverberg, 2019).
For a cell phone service call center: A customer is disappointment by the number of dropped calls she has been receiving
A customer care attendant must adopt a service recovery plan which involves; enquiry about the location of the customer to confirm the signal strength of the area. It helps in assessing the need for a cell phone signal booster. Service breakdowns are uneasy, and they need instruction to fix. However, they provide a chance to draw a client closer to you (Solomon, 2014). Additionally, he/she must confirm that the status of the customers gadget is optimal. This assists in ensuring that, there is no damage to the internal antenna which could lead to dropped calls annoyances.
For officer manager: You did not order enough supplies and the co-workers are upset that they do not have enough materials to finish the job
In this case, there seems to be poor communication and collaboration between the office manager and the co-workers. Breakdown in business operations is one of the main costs incurred due to lack of adequate supplies (Melanin, 2015). The recovery plan shall involve liaison between the two parties to ensure that exact required amounts of supplies are procured, adopting modern inventory management system to avoid further stock discrepancies.
For daycare owner: One of your employees told a child to shut up and the parent found out and is very upset
In addressing the daycare owner must seek a solution from the parents point of view. acknowledge the parents frustrations, accept the problem and take responsibility, because the natural reaction of most business owners is to get defensive and get into a hostile mindset with a disappointed client (Solomon, 2014).
For the contractor: You have been very busy and unable to complete a customers two-bathroom model. The customer is angry because she expects company and the bathrooms are not complete
His recovery plan, must involve providing alternatives to the two-bathroom model to the customer while he makes amendments as soon as possible. This would help in rebuilding trust and reliability between the contractor and the client. The promising path to construct reliability with your customers is to start and finish great, rather than shrinking with a whine (Solomon, 2014).
References
Melanin, C. (2015). The ordering costs. Web.
Silverberg, M (2019). How to deal with frequently unhappy customer. Web.
Solomon, M. (2014). 4 Steps from customer anger to customer loyalty: The expert customer service recovery method. Web.
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