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The company's saving grace

Service recovery is a necessary part of keeping a brand's reputation. Hence it should be an integral part of staff training.

In the 2017 Q2 CSISG study of the transport sector, "handling of train disruptions", "sufficiency of train arrival information", and "accuracy of information provided throughout the station" were identified as some of the top attributes with high impact on customers' perception of quality.

SERVICE recovery is an essential part of everyday dealings with customers - when something goes wrong, customers would expect you to take immediate action to rectify the situation. Action can come in many forms - an acknowledgement, an explanation, or compensation. The question is, are your...

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