4 Steps to Getting Customer Service Recovery Right


Introduction – What is Customer Service Recovery

What exactly is customer service recovery? Customer service recovery can be defined as the process by which organizations respond to and recover from a poor customer experience. The initiation of a service recovery typically originates from customers’ complaints, feedbacks, surveys, and employee insights.

Why do businesses implement this process? Most businesses are profit-driven and in order to retain customers; it is essential to possess an effective yet sincere customer service recovery process. Furthermore, it is not uncommon for businesses to feel the need to retain existing customers rather than attracting potential new customers as it helps the business in saving new customer acquisition costs. Hence by doing so, businesses can improve in their profitability along with the longevity of their business.

On top of these benefits, businesses can minimize the backlash of poor customer experience. For instance, negative word-of-mouth from an existing customer due to their poor experience interacting with the business.

4 Steps – Apologize, Review, Fix & Follow-up, Document

1. The first step to kick off the process of customer service recovery is to offer a sincere and genuine apology for the customer’s frustration as well as understanding the source of their vexation. By acknowledging the mistake made as well as ensuring that the customer’s frustration is being heard shows that the complaint made is being taken seriously and that actions to correct the problem will follow.

2. The next step for businesses to follow is by reviewing the customer’s frustration before taking on corrective action to solve the issue. This allows the business to have the opportunity to create ample time to devise an effective solution to ease the customer’s frustration. Through reviewing the customer’s frustration, the customers can in turn see that the business is dedicated to listening and working hard to solve the issue. Additionally, this provides the business with clarity of the situation’s potential causes and responsible person which can help the business to prevent another similar incident from repeating.

3. The third and most crucial step is where the action takes place. Several forms of solutions may come in the form of a compensation to the customers, however, it depends on the circumstances of how serious the issue is. An effective solution should not be the end of a corrective action instead businesses should make follow-ups with the customers as well as the higher authorities on the progress. Following up with the customers assure them that the business truly wants to help them to ease their frustration, at the same time ensuring that they are satisfied with the solution.

4. The final step is documenting the case of successful customer service recovery, businesses should make a thorough documentation of what had occur. This enables businesses to spot possible trends that they can anticipate in the future as well as preventing it from reoccurring.

Conclusion – How Vouchermatic Can Help?

As an incentive engine and customer service recovery system, Vouchermatic enables businesses to empower their front-line staff by creating a pre-approved list of incentives to offer dissatisfied customers in the case of time-constraining situations. Hence, providing a more efficient process for the front-line staff to de-escalate the situation.

Additionally, with Vouchermatic business can automate the customer service recovery processes and reduce customer service costs by triggering real-time incentives to customers via mobile and email.

Lastly, by adopting Vouchermatic, businesses can simplify the documentation process by capturing customers’ feedbacks with ease through digital forms.