Empowering Employees to Recover Service Quickly

star-employee-1“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:

  1. 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.
  2. 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.
  3. 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.

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