Designing your business so that all of your customers are always 100% satisfied is a nice idea but not realistic.
So at some point you will need to run a service recovery process. One that fixes whatever has gone wrong and makes it right for the customer.
What is Service Recovery?
Today we are going to focus on the specific service recovery process that occurs when your customer provides a negative response in their customer feedback survey. This is a special type of service recovery but one that can drive substantial value for the business. We call it the React Process.
The initiation of this process is the receipt of negative feedback or a request for action in a customer feedback process: customer survey, Net Promoter® questionnaire, etc.