Practice Preparedness: Service Recovery

Guest post by: Russell DeWitt
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Your work environment leaves an impression...of you - By Russell DeWitt

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

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

About the Author: Russell DeWitt

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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.
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