Righting Wrongs: Triumphing Through Service Recovery
Grace Evelyn Henderson
This audiobook is narrated by a digital voice.
Through a series of compelling real-life stories and insightful analysis, readers are taken on a journey to understand how to triumph over wrongs experienced in the realm of customer service. From dealing with subpar product quality to facing unresolved complaints, the book discusses the myriad challenges customers often face. However, it doesn't stop at merely highlighting these issues. Instead, the author provides a step-by-step guide on how to effectively recover from service failures, making it a precious resource for both consumers and service providers alike. With practical tips, techniques, and best practices, readers will gain the necessary tools to navigate and resolve conflicts, aiming to strengthen relationships between businesses and their valued customers. Highlighting the importance of empathy, understanding, and effective communication, this book serves as an invaluable roadmap to not only fix wrongs but also exceed customer expectations. Inspired by remarkable success stories, this empowering read enables readers to learn firsthand how service recovery can not only rectify past mistakes but also foster a renewed sense of trust and loyalty. Whether you are a business owner intent on improving customer satisfaction or an individual searching for ways to navigate difficult service experiences, this book is an essential toolbox that illuminates the transformative potential of righting wrongs through service recovery.
Duration - 3h 25m.
Author - Grace Evelyn Henderson.
Narrator - Digital Voice Cole G.
Published Date - Monday, 20 January 2025.
Copyright - © 2025 Francis E Jamison ©.
Location:
United States
Networks:
Grace Evelyn Henderson
Digital Voice Cole G
Francis E Jamison
English Audiobooks
INAudio Audiobooks
Description:
This audiobook is narrated by a digital voice. Through a series of compelling real-life stories and insightful analysis, readers are taken on a journey to understand how to triumph over wrongs experienced in the realm of customer service. From dealing with subpar product quality to facing unresolved complaints, the book discusses the myriad challenges customers often face. However, it doesn't stop at merely highlighting these issues. Instead, the author provides a step-by-step guide on how to effectively recover from service failures, making it a precious resource for both consumers and service providers alike. With practical tips, techniques, and best practices, readers will gain the necessary tools to navigate and resolve conflicts, aiming to strengthen relationships between businesses and their valued customers. Highlighting the importance of empathy, understanding, and effective communication, this book serves as an invaluable roadmap to not only fix wrongs but also exceed customer expectations. Inspired by remarkable success stories, this empowering read enables readers to learn firsthand how service recovery can not only rectify past mistakes but also foster a renewed sense of trust and loyalty. Whether you are a business owner intent on improving customer satisfaction or an individual searching for ways to navigate difficult service experiences, this book is an essential toolbox that illuminates the transformative potential of righting wrongs through service recovery. Duration - 3h 25m. Author - Grace Evelyn Henderson. Narrator - Digital Voice Cole G. Published Date - Monday, 20 January 2025. Copyright - © 2025 Francis E Jamison ©.
Language:
English
Chapter 1: Introduction 6
Duración:00:00:01
- What is service recovery? 7
Duración:00:02:11
- The importance of restoring trust in customer service 10
Duración:00:03:04
- The evolution of service recovery to Service Recovery 2.0 13
Duración:00:03:14
Chapter 2: Understanding Trust 16
Duración:00:02:32
- The concept of trust in business relationships 19
Duración:00:02:11
- How trust is built and maintained 22
Duración:00:02:34
- The impact of trust on loyalty and customer satisfaction 25
Duración:00:01:54
Chapter 3: The Power of Apologies 27
Duración:00:04:15
- The role of apologies in service recovery 32
Duración:00:02:45
- Why a sincere apology is crucial for restoring trust 35
Duración:00:01:45
- Different types of apologies and when to use them 37
Duración:00:02:37
Chapter 4: Limitations of Traditional Service Recovery 40
Duración:00:03:32
- Analyzing the shortcomings of traditional service recovery methods 44
Duración:00:02:30
- Common mistakes made during service recovery 47
Duración:00:02:27
- The need for a more comprehensive approach 50
Duración:00:02:12
Chapter 5: Service Recovery 2.0 Framework 53
Duración:00:03:20
- An introduction to the Service Recovery 2.0 model 56
Duración:00:02:33
- The five steps of effective service recovery 59
Duración:00:03:23
- Case studies highlighting successful implementation 62
Duración:00:02:12
Chapter 6: Step 1 - Acknowledging the Issue 65
Duración:00:02:00
- Understanding the customer's perspective 68
Duración:00:02:15
- Active listening and empathetic responses 71
Duración:00:02:29
- Techniques for effectively acknowledging service failures 74
Duración:00:02:23
Chapter 7: Step 2 - Taking Responsibility 77
Duración:00:02:26
- The importance of accepting responsibility 80
Duración:00:03:04
- Establishing accountability within the organization 83
Duración:00:03:00
- Strategies for effectively taking ownership of the problem 86
Duración:00:02:56
Chapter 8: Step 3 - Offering a Meaningful Solution 89
Duración:00:02:34
- Going beyond simple apologies to provide tangible solutions 92
Duración:00:01:55
- Tailoring the solution to meet the customer's needs 94
Duración:00:02:01
- Importance of timeliness and proactive actions 96
Duración:00:01:48
Chapter 9: Step 4 - Follow-Up and Continuous Improvement 98
Duración:00:02:01
- Effectively following up with customers after resolution 100
Duración:00:02:55
- Utilizing customer feedback to improve service processes 103
Duración:00:02:26
- Steps to foster a culture of continuous improvement 106
Duración:00:03:34
Chapter 10: Step 5 - Building Long-Term Trust 110
Duración:00:02:45
- Strategies for maintaining post-recovery relationships 113
Duración:00:02:43
- Identifying opportunities for loyalty-building 116
Duración:00:02:24
- The importance of consistency and reliability 119
Duración:00:03:00
Chapter 11: Measuring Success in Service Recovery 2.0 122
Duración:00:02:25
- Key performance indicators for measuring service recovery effectiveness 125
Duración:00:04:01
- Methods for tracking customer satisfaction and retention 129
Duración:00:03:50
- The role of data analysis in continuous improvement 133
Duración:00:02:53
Chapter 12: Overcoming Organizational Challenges 136
Duración:00:03:40
- Common challenges faced during the implementation of Service Recovery 2.0 140
Duración:00:03:13
- Strategies for overcoming resistance to change 143
Duración:00:02:49
- Employee training and engagement for successful implementation 146
Duración:00:03:10
Chapter 13: The Role of Leadership in Service Recovery 149
Duración:00:02:26
- The impact of leadership on service recovery efforts 152
Duración:00:02:24
- Cultivating a customer-centric culture through leadership 155
Duración:00:02:40
- Strategies for empowering employees in service recovery 158
Duración:00:03:30
Chapter 14: Service Recovery 2.0 for Different Industries 161
Duración:00:02:54
- Adapting the Service Recovery 2.0 model for specific industries 164
Duración:00:03:47
- Case studies and examples from various sectors 168
Duración:00:02:01
- Best practices and industry-specific challenges 170
Duración:00:02:44
Chapter 15: The Link Between Service Recovery and Reputation 173
Duración:00:02:37
- Understanding the impact of service recovery on reputation 176
Duración:00:02:15
- Strategies for repairing and enhancing organizational reputation 179
Duración:00:03:39
- Case studies of organizations successfully recovering from service failures 183
Duración:00:04:58
Chapter 16: Leveraging Technology for Service Recovery 189
Duración:00:03:24
- How technology can support and enhance service recovery efforts 192
Duración:00:03:24
- Utilizing customer feedback software and other tools 196
Duración:00:02:14
- Potential challenges and considerations when implementing technology 199
Duración:00:02:59
Chapter 17: Service Recovery and Customer Experience 202
Duración:00:04:02
- The intersection of service recovery and overall customer experience 206
Duración:00:02:36
- Designing seamless transition points within the customer journey 209
Duración:00:02:50
- Case studies highlighting the integration of service recovery into customer experience initiatives 212
Duración:00:02:33
Chapter 18: Service Recovery for a Global Marketplace 215
Duración:00:03:10
- Addressing the unique challenges of service recovery on a global scale 218
Duración:00:02:55
- Strategies for cultural sensitivity and understanding 221
Duración:00:03:29
- Best practices for managing cross-cultural service recovery situations 225
Duración:00:03:03
Chapter 19: Conclusion 227
Duración:00:00:01
- The future of service recovery in a rapidly changing business landscape 228
Duración:00:02:32
- Final thoughts and encouragement for implementing Service Recovery 2.0 effectively 231
Duración:00:02:42