Insights by Hussam Almulhem CEO of 9yards Media, Event & Marketing.

SRP “Service Recovery Paradox”

To apply the Service Recovery Paradox, companies can follow these steps:

Acknowledge and empathize: Actively listen to the customer's complaint or concern, and demonstrate genuine empathy towards their dissatisfaction.

Apologize and take responsibility: Offer a sincere apology for the service failure and take responsibility for the issue, showing that you value the customer's experience.

Act promptly: Respond quickly to the problem and take immediate action to rectify the situation, ensuring the customer's needs are addressed as soon as possible.

Go above and beyond: Exceed customer expectations by providing a solution or compensation that goes beyond a simple fix, demonstrating your commitment to making things right.

Personalize the experience: Treat each customer as an individual and tailor your response to their specific situation, showing that you genuinely care about their unique needs.

Learn and improve: Analyze the root causes of the service failure and implement measures to prevent similar issues from occurring in the future, continuously improving your service delivery.

By effectively applying these steps, companies can turn a negative customer experience into an opportunity to build trust, loyalty, and stronger customer relationships, thus benefiting from the Service Recovery Paradox.

Hussam Almulhem omar sarieddine Nasry Abou Zaki Sara Amin Rawan Aida Waseem Mahayni Amr Bassiony Amr Mansour 9Yards Media & Marketing ☑️ Prajakta Memane Mukesh Achari Jayson Rockford Nimra Hamzah Ahmad Ayyash Serena Laham Ahmed Salem Rola shehade haneen alatrash Ahmed Mashaal Hassan Hammoudeh Mubasher Hussain Abdou Mayhoub Duaa Al Dalil aly ramadan Marco Maurice Sara ALGhamian rehab mohammed Areej Zia Khan Saeed Al-Khiyami Saad Bitar Elhacene M.

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