Service Recovery
Assigning ownership to cross-team customer journeys
Define a journey owner, delivery responsibilities, decision authority and an escalation route for customer tasks that cross teams.
Section
Service Recovery
Service Recovery
Avoiding compensation that leaves the underlying issue untouched
Distinguish an owed remedy from a goodwill offer, then check both the customer response and the original service issue.
Service Recovery
Choosing a recovery action that addresses the actual failure
Identify the unmet customer outcome, assess its consequences and choose a recovery action that can be delivered and checked.
Service Recovery
Closing a complaint with an explanation the customer can use
Close a complaint with a clear finding, action, timeframe and route for further review.
Service Recovery
Comparing customer harm with implementation effort
Compare the customer consequence of a service problem with the work involved in each possible fix, without hiding serious failures in a score.
Service Recovery
Connecting customer feedback with an accountable owner
Route customer feedback to an owner, keep individual cases separate from service issues and check the result of each action.
Service Recovery
Connecting usability findings with service redesign
Trace a usability finding to its service cause, assign an owner and check whether the redesign improves the customer outcome.
Service Recovery
Customer experience governance
Set up customer experience governance around journey outcomes, decision authority, customer evidence and checks after a change.
Service Recovery
Documenting a redesign that did not improve the outcome
Record a redesign that missed its customer outcome, separate findings from hypotheses and choose the next action.
Service Recovery
Explaining what changed after a repeated service problem
Tell affected customers what was found, what has changed, what remains uncertain and what they can do if the problem recurs.
Service Recovery
Making a complaint route easy to find
Put complaint routes where customers need them and reduce the information and accessibility barriers to raising an issue.
Service Recovery
Piloting a new service process with a limited audience
Set pilot eligibility, prepare the complete service route, monitor live cases and decide when to widen a new process.
Service Recovery
Service recovery
Diagnose a service failure, choose an appropriate response, check delivery and investigate possible recurring causes.
Service Recovery
Setting clear expectations for complaint resolution
Tell customers who owns their complaint, when they will hear back and what remains uncertain.