King, Jennie A. (1999, ASQ) JK Enterprises, Inc., Phoenix, AZ
[PowerPoint presentation slides only.]
Customer service failure recovery is any action demonstrating acceptance of responsibility for a failure. The Service Recovery Process System (SRPS) involves awareness that failures occur and embracing failure as an opportunity for building customer satisfaction through methodical improvement in business processes. SRPS is based on identification of key services, tracking performance, reporting on performance, evaluating failure points, and implementing improvement opportunities. SRPS relies on metrics to track, measure, and report performance. Tools such as flowcharts, histograms, Pareto analysis, and cause - and - effect analysis help demonstrate findings. SRPS demonstrates commitment to customer service to both customers and employees through the use of quality control tools to improve business processes.
Core processes,Customer satisfaction (CS),Customer service,Quality improvement (QI),Failure,Failure analysis,Problem solving,Customer supplier relationships