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.
• 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
“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