How do you identify and improve service areas that need recovery?

This is where utilizing a service tool within a CRM can be so powerful. As customer feedback is gathered, agents can categorize the issues, causes and solutions in a way that can be quantified. For instance, with a tool like HubSpot's Service Hub, you can tag each ticket coming through and also send CSAT surveys to measure the satisfaction of the resolution. This way the company can proactively... 1) Identify common issues 2) Address time sensitive issues (by looking at rise in volume over a period of time) 3) Document the solution 4) Measure satisfaction of the solution 5) Train and empower staff with learnings from the above

A repository tool is an option. Without going further or investing a massive amount; a CRM with basic options is a start. As in Sales, Follow-Up is King. Of course, if it done correctly. Engaging with a customer and staying ahead requires input and update information that can be input into that CRM. Plan ahead an create task, events, calls, follow-ups with dates and priorities. Constant Improvement.

Consider service recovery to be a continuous process. Continue to acquire consumer input, examine statistics, and adapt methods that are necessary to preserve and improve the client experience.

The most important, that has worked for me, is always research any avenue that you can, including feedback from my team! I am the worst Customer when it comes to issues with a Company ( that I have researched) and what they said they could provide and then they couldn't! And I want a knowledgeable individual to answer all my questions without stuttering!! Always keep learning and asking questions not only for the Customers but for yourself!

Know your customers! Read your customers so you know how to proceed to calm them down. Repeat what they say and apologize with a solution to pertains to their complaint(s). Again, these are ways that have worked for me.

Processes slip through the cracks when grasping/handling a service recovery process. I have found as being a fellow team member and as a team leader to know the strengths and weaknesses of your team AND of yourself. Identify all the issues!! Communication with team members will allow the team to either delegate or volunteer to handle certain issues. This helps with keeping track of the problems that will be analyzed by those team members or member because this is their "cup of tea"!! Solutions are then brought to the table quicker and bounced off of everyone. The diversity of your team will come up with better solutions to handle the issues at hand. Again, this is my opinion of how this process can go only because I've seen it work!

I agree ??!! Look, nothing is going to be perfect in any employees eyes ( that included management also)but a happy trained employee is a productive employee. Employees do not want to work for companies that don't have their back or say one thing and do another. Open door policy is always the best policy, in my opinion. If possible, again my opinion, always have a "manual" policy training book available at all times for everyone.

Also prioritizing employee's well-being and mental health, being an active listener, and providing support once needed has a great impact on employee performance. happy employee leads to happy customers!

I have seen many talented individuals have great ideas and never be heard! Everyone has a voice so everyone listen and acknowledge because the Policy/Recovery could have been there for years but this one little 'tweak" could possibly save money but most importantly could save the "service and support" for your customers/ clients.