Deliver
Service Recovery
Fixing a service failure for the person, telling them it’s fixed, and preventing it happening again.
What is Service Recovery?
Fixing a service failure for the person, telling them it’s fixed, and preventing it happening again.
What you learn
Make it right, say it’s fixed, and stop it happening again.
When it helps
a failure leaves people without a resolution, or support keeps handling the same problem.
Use it at work
- Make it right for the person, fast.
- Tell them what you did, and when it will be done.
- Find the cause and fix it.
- Track repeats to check the fix worked.
Your output
For your most common failure, write the recovery: how you make it right, how you tell people, and what prevents a repeat.
Watch for
Apologizing without resolving, or resolving without telling the person.
Related practices
Sources
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