Published on June 30, 2020
1. z Class Review Service Marketing
2. z Service Encounter Themes
3. z What is Service Recovery? Service recovery is company’s resolution of a problem from a dissatisfied customer, trying to convert them into loyal customer. For example: তিিাস গ্যাস can not give gas from 8:00 a.m. to 12:00 p.m. at 01.01.2020. So, they aware the people at 31.12.2019
4. z Major Reasons of Service Failure A service failure can occur for any one here is most common service failure… 1. Not Arriving or Delivering Within Stated Time Window. 2. High Charges for Bad or Slow Service. 3. Repeated Repair Visits. 4. Not Delivering on Brand Promises. 5. Overpromising, but Under delivering. 6. Poorly Trained Customer Service Team Members. 7. Inconsistent Service.
5. Service Recovery Paradox
6. z Complaint actions of Customer 1. Complaint to service provide 2. Negative Word of mouth 3. Third party action
7. z Complaint Actions of Customer cont. Service Failure Dissatisfaction Complaint Action No Complaint Action Complai nto Provider Negativ e WOM Third Party Action Exit/Switch to Competitor Stay Exit/Switch to Competitor Stay