Service failure experience. Marketing management course.

1. Service failure experience

2. Service failure occurs when…

3. … customer’s expectations are not met

4. FAMILIAR?

5. 12 positive experiences to overcome ONE negative

6. 43 % of dissatisfaction is employees’ inability or unwillingness to respond to service failures

7. Are ready ?

8. Are still ready ?

9. Dissatisfaction generates anger

10. emotions should be dealt with first Otherwise…

11. It takes months to find a customer…

12. … and seconds to lose

13. ANYONE can be here

14. Negative word- of-mouth

19. customer must feel listened to…

20. … and understood

21. 1. Service Recovery Scenario Attributes - Hairdresser Setting

22. I wanted it shorter…

23. PAY one MORE time

24. 1. Apology 2. Free of charge

25. 2. Service Recovery Scenario Attributes - Restaurant Setting

26. … waiter takes an order…

27. … out of the entree

29. 3. Service Recovery Scenario Attributes - Hotel Setting

30. … hotel is over-booked

32. 4. Service Recovery Scenario Attributes – Car Service Setting

33. … after check-up…

34. … order from abroad…

35. … delivery took much more time

37. Recovery increases customer’s satisfaction…

38. … loyalty and retention

39. Happy customer is a repeat customer

40. “ Ever tried. Ever failed. No matter. Try again. Fail again. Fail better .“ Samuel Beckett

41. GOOD LUCK!