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The Art & Science of Customer Service Recovery Michael Pace Twitter: @mpace101 ART SCIENCE

The Art & Science of Service Recovery

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How to create a successful Customer Service Recovery Team using both soft skills and set process guidelines.

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Page 1: The Art & Science of Service Recovery

The Art & Science of Customer Service Recovery

Michael Pace

Twitter: @mpace101

ART SCIENCE

Page 2: The Art & Science of Service Recovery

“Customers do not expect you to be perfect. They do

expect you to fix things when they go wrong”

Doug Porter – SVP while at British Airways

Twitter: @mpace101

Page 3: The Art & Science of Service Recovery

Service Recovery is not always easy

Twitter: @mpace101

http://www.youtube.com/watch?v=2lw96ajS_Zk&feature=em-share_video_user

Page 4: The Art & Science of Service Recovery

What is Service Recovery?

“Service recovery is the art of fixing what went wrong for the customer

and mending the damage that error, mistake, or misstep did to your relationship with the customer.

Service recovery is about restoring trust when your customer is most

vulnerable to doubt.”

Chip R Bell & Ron Zemke from “Knock Your Socks Off Service Recovery”Twitter: @mpace101

Page 5: The Art & Science of Service Recovery

Service Recovery dramatically increases customer loyalty

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Page 6: The Art & Science of Service Recovery

Now, don’t go purposely providing a poor customer experience just so that

you can try to conduct a successful service recovery.

That would probably be a really bad business idea.

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Page 7: The Art & Science of Service Recovery

Great Service Recovery is a delicate mix of art and science

ART SCIENCE

JudgmentEmpowered AssociatesCustomer Service Skills

Process ManagementGuidelines/GovernanceIntegrated Thinking

Page 8: The Art & Science of Service Recovery

Service Recovery has immense short term and exponential long term impacts

Future CustomersImmediate Customer

Time

Customers Impacted

Fix the problem Fix the root issue

Page 9: The Art & Science of Service Recovery

The Immediate Customer – Short Term steps to Service Recovery

1. Need to identify who has been impacted

2. Create criteria for which customers you will taken action

3. Develop guidelines for recovery steps

4. Document for performance purposes, risk management, and long term change

Page 10: The Art & Science of Service Recovery

Step 1: Need to identify who has been impacted – best places to discover

4 Best immediate, low bias location to identify customers of recovery

4 Continuous cycle of new cases

4 Customer Service Agents know when an error has been previously made

4 Trick is to get them feeling comfortable to provide examples

4 Call Quality Analysts know when processes have not been followed

4 Can hear the tone of the contact

4 Clear detractors and passives identified

4 May be influenced by more than service interaction

Incident Surveys

The Front LinesNet Promoter Score Surveys

Quality Monitoring

Page 11: The Art & Science of Service Recovery

Step 2: Create criteria for which customers you will taken action

1 2 3 4 5 6 7 8 9 10

You will not be able to help everyone, so you must develop your action subsets

Review your broader strategy: Are you bringing up “the middle” to great or want to look at the fix the worst cases? Or something else?

DON’T FORGET TO THANK & POSITIVELY REINFORCE EXCITED CUSTOMERS

Page 12: The Art & Science of Service Recovery

Step 3: Develop Guidelines for your recovery steps

Track

Score

Process/Limitations

Budget1. Set up simple tracking mechanisms

2. Score the Severity

3. Provide processes, limitations, and allocations based on severity and customer value

4. Allocate a budget for recovery steps

Page 13: The Art & Science of Service Recovery

Step 4: Document for performance purposes, risk management, & long term change

Customer NameCustomer IDType (Complaint, Dispute, Low Score, etc..)Source (NPS Survey, Incident Survey, Agent, Escalation, etc…)Process CauseResolved (Yes/No)Resolution DateFollow Up DateNotes

Database or Tracking Mechanism (Excel or

Google Docs)

Page 14: The Art & Science of Service Recovery

Long Term – Track your Processes and Causes to identify root causes of issues

4Application

4Placing an order

4Order Fulfillment

4 Phone, Email, Chat, Social

4 Cancellations

4 Payments

4 Specific to your company

Process Examples

4Accuracy

4Turn Around Time

4Communications

4 Clarity

4 Policy Issue

4 Friendliness

4 Fraud

4 Specific to your company

4 Agent

Cause Examples

Page 15: The Art & Science of Service Recovery

Long Term – Track your Processes and Causes to identify root causes of issues

The Pareto Principle, or the 80-20 rule, says that roughly 80% of the effects are caused by 20% of the issues.

Over the course of a period of time, you should be able

to start charting your process and cause issues.

By attacking the root cause of these issues, you should be able to reduce the need

for service recovery and more importantly the

customer impact.

Page 16: The Art & Science of Service Recovery

Staffing the right people makes all the difference – 3 qualities

Customer Service Rockstar Exercises Responsible Freedom

Analytical, Process Oriented, with a hint of Innovation

Page 17: The Art & Science of Service Recovery

Sharing experiences and Q&A

Page 18: The Art & Science of Service Recovery

Michael Pace

Customer Support & Community Management Executive

Principal of The Pace of Service (Consultancy)

Twitter: @mpace101LinkedIn & Google+

Blog: www.thepaceofservice.com Text SOCSERVICE to 22828 for Mailing List

Slideshare: http://www.slideshare.net/mpace101

Introductions

Page 19: The Art & Science of Service Recovery

• The Pace of Service - http://thepaceofservice.com/• Chip R Bell & Ron Zemke - Knock Your Socks Off Service Recovery• Service Recovery Paradox

References

Twitter: @mpace101