Service Recovery Nurse Educator Portfolio Darlene J 服务恢复护士教育家达莲娜.pptVIP

Service Recovery Leadership Development Series Hillsdale Community Health Center Definition of Service Recovery Service Recovery means that a service breakdown has occurred and the problem has been corrected to the customers satisfaction Goal: Help retain customer’s as loyal Service Recovery Customers do not expect you to be perfect. They do expect you to fix things when they go wrong. Donald Porter Senior VP, British Airways Creating A Service Recovery Environment Be A Role Model Ask Staff For Suggestions Solicit Customer Feedback Reward Good Customer Service Behavior Encourage Staff