Empowering Employees to Recover Service Quickly
“I’ll needd to speak with my manager.” This probably sounds familiar to most of us, and there’s nothing inherently wrong with involving ones manager in helping to make decisions. However, when a service failure occurs, it is essential to resolve the issue quickly.
A recent Disney Institute Blog post offered three tips for empowering employees so they could recover service failures quickly.
To effectively empower your staff, proposed solutions must be:
- Achievable: Your recovery must be realistic and able to be carried through. You are fulfilling a genuine promise to the customer; so be sure to only offer products or services that can realistically be delivered.
- Accessible: Service recovery solutions must be readily obtainable. For example, if you have determined that a meal voucher is a reasonable solution for a less-than-perfect dining experience, be sure the vouchers are available to employees when needed—not just when the one person with the key to the “voucher drawer” is present.
- Appropriate: In any situation when a service failure occurs, it is important to make up for the failure with a suitable or fitting resolution. Many customers will already feel a level of reassurance from knowing that the first person they encounter can actually help them, so listen closely and focus on a solution that is tailored to each customer’s unique situation.
You could read the full post here.