Comment évaluez-vous votre récupération de service ?

Define Recovery Metrics: Determine key performance indicators (KPIs) that measure the effectiveness of service recovery. Common metrics include customer satisfaction scores (CSAT), Net Promoter Score (NPS), and resolution time. Capture Customer Feedback: Solicit feedback directly from the affected customers. This can be through surveys, feedback forms, or follow-up calls. Analyze their comments and ratings. Monitor Resolution Time: Track the time it takes to resolve the issue. This should include the initial customer contact, problem diagnosis, and final resolution. Assess Communication Quality: Evaluate how well your team communicated with the customer during the recovery process. Were updates provided promptly and transparently?

-Establish clear and specific service recovery goals aligned with overall customer service strategy and vision. -Define desired customer emotions and perceptions after issue resolution. -Set standards and expectations for service recovery process and outcomes based on goals. -Ensure goals focus on restoring customer satisfaction and loyalty post-issue resolution. -Regularly review and adjust goals to reflect changing customer needs and business objectives.

Analyze Root Causes: Investigate the root causes of the issue. Understand why it occurred in the first place to prevent similar problems in the future. Review Employee Performance: Assess how your employees handled the situation. Were they empathetic, knowledgeable, and effective in resolving the issue? Compare Expectations vs. Outcomes: Evaluate whether the resolution met the customer's expectations. If not, consider what could have been done differently.

-Utilize surveys, interviews, reviews, or social media to gather customer feedback on service recovery experiences. -Solicit input from employees on challenges, best practices, and suggestions for improving service recovery. -Analyze feedback from both customers and employees to identify areas for improvement. -Use insights to enhance service recovery quality and consistency. -Continuously refine strategies based on feedback to improve overall service recovery effectiveness.

Quantify Costs: Calculate the costs associated with the service recovery process, including additional resources, refunds, or compensation provided to the customer. Feedback Loop with Employees: Encourage employees involved in the recovery process to share their insights and suggestions for improvement. They often have valuable on-the-ground knowledge. Benchmark with Industry Standards: Compare your recovery efforts with industry benchmarks and best practices to identify areas for improvement. Learn and Improve: Use the evaluation findings to make improvements to your service recovery process. Implement changes in training, policies, or procedures as needed

Over the years, I have employed a simple metric worth sharing, that has to do with "Saving" negative reviews. Best practice is to reach out and contact anyone leaving a negative review, learn the details of what happened and, if possible, correct the issue to the customer's satisfaction. But an additional step that very take, is to ask the customer if they would consider amending their review (and rating) to include the successful resolution of the issue. You'd be surprised how willing people are to do this once they feel their grievance has been heard and their issue validated and resolved. I've turned many 1 or 2 star reviews into 4 and 5 star reviews by simply asking. And tracking these saves is motivating and shows you care.

Document and Share Insights: Keep a record of recovery evaluations and share the insights with relevant teams, including customer service, product development, and management. Continuous Monitoring: Maintain ongoing monitoring of recovery efforts to ensure that improvements are sustained over time. Celebrate Successes: Recognize and celebrate successful recoveries and share these stories within your organization to motivate and inspire employees. Customer Follow-Up: After the recovery, follow up with the affected customer to ensure their satisfaction and gather further feedback on their overall experience.

-Identify root causes of service failures to prevent recurrence. -Review and update service recovery policies and procedures. -Train and empower employees to handle failures effectively and empathetically. -Communicate and follow up with customers to ensure issue resolution. -Recognize and reward employees for their efforts in service recovery. -Monitor metrics to gauge the effectiveness of implemented improvements. -Continuously iterate and refine strategies based on evaluation results.

-Monitor customer satisfaction scores pre- and post-service recovery to gauge improvement. -Conduct regular performance reviews with service recovery team members to identify strengths and areas for development. -Analyze customer retention rates to assess the effectiveness of service recovery efforts in maintaining loyalty. -Seek feedback from frontline staff on the ease and effectiveness of service recovery procedures. -Encourage customers to provide feedback on their overall experience with the resolution process. -Use social media monitoring tools to track sentiment and mentions related to service recovery efforts. -Benchmark against industry standards and competitors to identify areas for differentiation and improvement.