Stage 2: Resolving Customer Problems - Strategies for Recovering Successfully - Hiring, Training, and Empowerment
3 important questions on Stage 2: Resolving Customer Problems - Strategies for Recovering Successfully - Hiring, Training, and Empowerment
Where must the design of a recovery system focus on?
On the initial contact and on developing policies that enable employees to resolve the complaint efficiently.
What kind of training programs support the implementation of a fair recovery plan?
Training programs that include learning how to strengthen interpersonal skills and that provide a detailed knowledge of company complaint procedures.
Which 3 fairness dimensions does providing employees with the authority to respond to service failures strongly affect?
- Employees' attitudes to improve and their efforts to increase when they are given the power to resolve problems.
- The speed and convenience of the process are enhanced when employees can act immediately rather than having to seek out a manager or another department to respond to the problem.
- Outcome fairness improves the employees to have the flexibility to provide the appropriate compensation, based on the customer's circumstances and requirements.
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