One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of our 150 staff have been paid, which before a long weekend, is a disaster”.
It was just the start of a huge service outage where 275,000 individual payments failed, leaving, potentially, hundreds of thousands of people without their pay on the Friday before the bank holiday weekend!
While you will, hopefully, never have to deal with such an enormous service failure, service failures happen in your business. So service recovery is something that you need to know how to do and do well. Turning around unhappy customers is just too important to ignore. But, it’s a big subject and making it work can be difficult.
This guide provides the latest information on the benefits of service recovery and practical best practices on its implementation in your business. [Read more…]