Unit 5 mindmap

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Unit 5: Review & Decide On Service Recovery Resolution

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Consequences of service breakdown when not solved

Loss of profit

Loss of talented workforce

Prevent growth

Damaged reputation

Losing Loyal customer

Describe the cause of service breakdown?

Causes of break down?

In the conclusion you should have a brief summary of your key points.

Not having recovery plan

Low employee moral

Lack of tools

Poor employee training

Lack of goal setting

Procedures for service recovery

Document

Follow up/Escalate

Know the path

Know the medium

Establish the reason for breakdown

Act to solve

Own the problem

Empathize

Listen to customer

Recovery technique using the dimensions in a Service Quality Model

The key points are the arguments which will support your thesis. These can be agreeing arguments or disagreeing arguments too, in each case they need to reflect on the main idea.

Tangibility

Assurance

Responsiveness

Empathy

Reliability

Describe the types of customer in service breakdown?

Types

In the introduction you should state the ideas what you want to defend along the essay.

Rip-off customers

High-Roller customer

Talkative customer

Demanding customer

Indecisive customer

Dissatisfied cutomer

Angry customer