Tweet

Practice Preparedness: Service Recovery

Written by: Russell DeWitt

Article Overview: This article shares a tale on how one leader prepared for service recovery. Additionally, a group exercise is provided to challenge a department to discuss and provide service recovery for your customers.

Practice Preparedness: Service Recovery

For 2009, one of our managers budgeted for Service Recovery. Considering our economy, this was not an exorbitant amount.

Recently, a technological glitch prevented a patient from receiving service. This customer had driven 90 miles and had to reschedule. The site manager exercised the Three A’s to Service Recovery: Acknowledge, Apologize, Assist. As part of this process, the customer received a gas gift card.

This manager was prepared for occasional system break-down.

Group Exercise:
• For 30 seconds, challenge participants to a) Name an occasion where the inconvenient happened. b) Suggest an idea that would enable a constructive way to deal with that scenario

Closing:
“One reason New York City was able to withstand the 9/11 attack was that we were prepared to meet 21st-century security threats…while we didn’t anticipate the specific scenario of 9/11, the constant practice, and the relentless follow-up from actual emergencies, certainly helped in its aftermath.”
~ Rudy Giuliani

Related Articles
  Recovery
  Data Retrieval
  The Best Data Recovery Software
  Should I ask that my loan application be submitted as a Recovery Act loan?
  10 Hard Drive File Recovery Tips

Article Tags: aftermath, break down, century security, challenge participants, economy, emergencies, gift card, group exercise, new york city, receiving service, rudy giuliani, security threats, technological glitch



Related Forum Posts
Re: Service Or Product? - I agree with starting a Service-based Business in the economy. Here is what I think is critical: 1. Researching that your Service business has a market. 2. Marketing the Service with as much leverage as possible. 3. Product-izing the Service (aka Package Expert Knowledge). This will only help elevate you as "the" expert in your niche and make you accessible to people in different price points.
Contingency Planning and Disaster Recovery: A Small Business - Contingency Planning and Disaster Recovery: A Small Business Guide Donna R. Childs, Stefan Dietrich 2002 "Among the countless tragic lessons of 9/11, an overlooked but important discovery was the lack of preparedness among small and midsized businesses for responding to disaster. While most of the media attention was naturally devoted to...., the very existence of thousands of small businesses was determined by whether or not they had adequate insurance, sufficient technological support, and viable disaster contingency plans." (People who live in hurricane prone areas need this as well...and who knows when a fire might not strike...) Table of Contents 1. Preparation 2. Response 3. Recovery 4. SAmple IT Solutions Basic safety practices Okay, the TOC isn't [i:2fu76idt]too [/i:2fu76idt]helpful, but there's lots of valuable info in this book, as to ensure that [i:2fu76idt]your [/i:2fu76idt]losses won't be catastrophic. How people cope with suddenly seeing their homes and all their possessions gone, what kinds of insurance to get, etc. etc.
Who Said Twitter Doesn't Work...? - Last month, the BBC World Service programme, The Strand, featured 21 year-old Icelandic pianist/composer Olafur Arnalds. Arnalds achieved extraordinary success through his internet-led project to compose 7 tunes in 7 days, post them on his website and then post links to it via TWITTER. As a result his website got thousands of visitors eager to listen to his music, catapulting him to fame and bringing his music to the attention of the BBC, who featured an interview with him on the World Service programme, The Strand! So who says Twitter doesn't work? (HINT: It does help if you have something uniquely your own that other people want to get hold of...)
Re: Ways to Boost Productivity - 1. Give Employees More Than a Paycheck 2. Provide Better eSupport Channels to Promote Self-Service 3. Complete your most dreaded tasks first thing in the morning. 4. Outsource as much as possible 5. . Turn off the TV.
Re: Service Or Product? - Service company always thrive in down economy. Let look at the advertising industies in any economy, you need to advertise your products or services even if you cannot afford any other things


Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

Tweet

Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!

Name:
Email:

Popular Articles

Using Social Media Marketing

Attracting Passionate Employees

Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.