How Organizations Recover From Bad Service Experiences

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  • 0:04 Coming Back From Bad Service
  • 1:14 Response Time
  • 2:14 Understand the Problem
  • 3:05 Resolve the Problem
  • 4:08 Use the Bad Service Experience
  • 4:40 Lesson Summary
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Lesson Transcript
Instructor: Savannah Samoszuk

Savannah has over eight years of hotel management experience and has a master's degree in leadership.

It is a known fact that people are more likely to talk about a bad service experience more than they are to talk about a good service experience. This is why every organization needs to have a plan to recover from bad service experiences.

Coming Back From Bad Service

Sally planned a vacation for her family to stay at a nice hotel on the beach. Her family had been looking forward to the trip for weeks. However, there were many problems they encountered while staying at the hotel, from the wrong number of beds in the room to the fact that the room wasn't clean. Since Sally has been back from her vacation she has been telling everyone she knows about the issues they had at the hotel.

Every organization will be faced with dealing with bad service experiences. A bad service experience can be defined as the culmination of a series of bad customer service incidents. An organization will want to try to avoid bad service experiences from happening to their customers but inevitably they will occur. This is exactly why it's important for an organization to put together a plan of how to deal with such an experience. The biggest mistake a company can make is not being prepared to handle bad service experiences. Let's go over a few key things to keep in mind to avoid situations like Sally's.

Response Time

The first step to recovering from a bad service experience is to make sure to respond to the customer quickly. There are a few reasons why it is important to respond quickly. First, you want the customer to know that you take feedback seriously and intend to address the issue. Second, if you respond quickly it can help to eliminate bad reviews or feedback that may be public and available for other customers to see. In order to respond quickly to bad service experiences, you will need to have a key person or team in charge of responding.

Sally had booked a room with two beds since it was her husband and her two small children traveling together. When Sally opened the door to the room it was only one bed. Sally called down to the front desk and she was told they would try to rectify the problem. However, the first night they were stuck in the room with one bed. If the problem was fixed sooner, it could have changed Sally's opinion about the hotel right then.

Understand the Problem

The next step of recovering from bad service experiences is to make sure to understand the problem. Showing empathy and comping a meal will not be enough to show the customer that you are going to use their experience to improve your service. Make sure to ask questions about the experience and have the customer explain why their expectations were not met. If you do not understand the issue, it will be difficult to fix the problem.

For example, Sally notices that the room they were moved to does not have any towels. She calls down and tells the front desk the room is not clean. The front desk moves her to another room instead of asking questions about the problem. The problem could have been quickly resolved if the front desk had taken more time to understand the problem. This will help with the next step of recovering from bad service experiences.

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