Evan Carmichael Top Header about About About facebook Twitter YouTube Google+

Practice Preparedness: Service Recovery



Free PDF Download
Your work environment leaves an impression...of you - By Russell DeWitt

Name: Email:


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

  Hurricane Preparedness: Prepare Your Business in the Event of a Hurricane
  Emergency Preparedness for Large Events
  Recovery
  Data Retrieval
  The Best Data Recovery Software
  Emergency Preparedness for Blackout Threats
  Should I ask that my loan application be submitted as a Recovery Act loan?
  USB flash drive repair and recovery
  USB Data Recovery
  10 Hard Drive File Recovery Tips
  SBA what is the Transition Phase Alert System?
  Data Backup and Recovery
  What is the SBA Recovery Loan Queue?
  SBA Guarantee Fee Coming Back…
  Creating a Disaster-Preparedness Plan
  Understanding Hard Drive Data Loss & Recovery From Critical Situations
  Do You Know Where Your Disaster Recovery Plan Is
  Dis-ease
  The Fundamentals of Crisis Communications
  How to Get Back Data from a Formatted Linux Partition on Windows

Home > Leadership > Russell DeWitt > Practice Preparedness Service Recovery >

Free PDF Download
Your work environment leaves an impression...of you - By Russell DeWitt

Name: Email:

About the Author: Russell DeWitt

RSS for Russell's articles - Visit Russell's website
Russell DeWitt is a Program Developer & Trainer for a distinguished Medical Group in Indianapolis, IN. He holds a Bachelors in Youth Ministry & Bible. Russell will have his MBA from Indiana Wesleyan University this August. Russell is author of the eBook Three R's to Achievement, which is available at www.threerachieve.com Russell spent fourteen years speaking at youth camps, retreats, banquets, & other functions. Russell joined Corporate America in 1997. Here he served as a help desk technician, was promoted to eCommerce Consultant, and became a trainer for a fortune 500 company. After nine years, he joined his current employer. Here, he is "privileged to make a difference in the lives of others." Russell is also a writer for the Indianapolis Examiner. http://tiny.cc/LkAVP Russell has been married for eighteen years to his beautiful wife, Monica, who is an RN and fantastic mother. Russell has two boys, Liam and Landon, and they are the heartbeat of his life.
Click here to visit Russell's website.
Dashed Line

More from Russell DeWitt
Practice Preparedness Service Recovery
Building Confidence
The value of assessment constructive feedback
Your work environment leaves an impressionof you
No Excuses

Related Forum Posts

Re: Service Or Product? Re: Service Or Product?
Contingency Planning and Disaster Recovery: A Small Business Contingency Planning and Disaster Recovery: A Small Business
Who Said Twitter Doesn't Work...? Who Said Twitter Doesn't Work...?
Re: NEW VIDEO - Marketing Strategies - How can you make a common Re: NEW VIDEO - Marketing Strategies - How can you make a common
Re: Ways to Boost Productivity Re: Ways to Boost Productivity

Share this article. Fund someone's dream.

Share this post and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.
Share for a Cause
Featured Expert



Worksheets
By: Evan Carmichael

8 Powerful Steps to Finding Your Passion

Do you have what it takes to be an entrepreneur?

Does your pitch suck?

Create a plan of attach to launch your new business.

8-Cover

Like this page? PLEASE +1 it! Evan Signature
Bottom Footer



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

Achieving a Customer-focused Culture

Build Corporate Credit for Your Small Business

Why Franchises are Good Investments

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.