https://padlet.com/irah149/18fzysmdthrn Made with a little mischief en-us 2018-07-05 15:17:31 UTC 2026-01-08 04:34:03 UTC hello@padlet.com irah149 https://padlet.com/irah149/18fzysmdthrn/wish/269485834 2018-07-05 15:22:04 UTC https://padlet.com/irah149/18fzysmdthrn/wish/269485834 irah149 https://padlet.com/irah149/18fzysmdthrn/wish/269486149 1. Identify the problem - List and explain the main issues in the above service breakdown

ANSWER:
F: No apology given to the customer, Mrs Scully. Starworth ("the company") did not demonstrated any empathy towards the situation of the customer and failed to acknowledge customer's feelings.

F: Differing perception (i.e. unrealistic explanation by PR Manager of what could have happened).

F: No immediate action taken (i.e. Upon the discovery of the hair in the bowl of soup, it is unclear if Starworth had taken immediate preventive measures to conduct a mass quality check on the rest of the food that was being served).

F: Inadequate and poor communication (i.e. PR Manager on 1 month MC and there is no other person to attend/ address the issue/ complaint raised by customer).

F: There was no positive resolution between customer and company (i.e. Starworth offered Mrs. Scully with a choice of a sponsored dinner for 4 pax worth $270, or a $300 dining voucher - to resolve the matter, but Mrs. Scully had never agreed to it - compensation should at least be of a reasonable value to customer's loss).

Answer:
J: There was no empathy given to acknowledge the customer issues. The staff was not remorse of the incident that happened.

J: Unmet Needs - customer issues or needs was not address hence more problems will arise later.

J: No service recovery was rendered immediately. To prevent any other issues to arise thereafter. There is a need to address the quality of what is served in the restaurant.

Answer:

Z - Apology wasn't sincere
The company insist that they were not at fault and no apology was given to Mrs. Scully (even though she didn't have any intentions to exacerbate the matter)

Z - Delay in handling complaint
There were no authorised employee to handle the case during Mr Ng's absence. Hence, she had to wait for a month to rectify the matter.

Z - Service recovery breakdown
The hasty efforts made by Mr Ng (by proposing to offer a set of dinner for four worth about $270, or a $300 dining voucher compensation) shows that they were not sincere in making service recovery.

Z - Inflexible alternative
When Mrs. Scully declines to accept the compensation offered by the company, Mr. Ng remains rigid and did not offer alternative solutions.

Z - Inappropriate solution
Dispute could have been avoided if appropriate complaint resolution were given and needs of the customer was met (at least by offering a sincere apology for the incident even if they could not offer substantial compensation)

]]> 2018-07-05 15:25:30 UTC https://padlet.com/irah149/18fzysmdthrn/wish/269486149 irah149 https://padlet.com/irah149/18fzysmdthrn/wish/269486300 2. What service recovery and specific courses of action should have been put in place by various service providers in order to avert the above public relations nightmare?

ANSWER:

Z - Steps to Service Recovery
1. Identify the problem
2. Compile and Analyse the data
3. Identify the alternative
4. Evaluate the alternative
5. Make a decision
6. Monitor a result

ANSWER:
I - Service Recovery Process
1. Apologize to customer but do not make excuses. Be remorseful and listen to them
2. Service provider should take immediate action by offering few service options and be positively resolve
3. Service provider should show compassion. It is important to show customer that we trust them by demonstrating empathy and putting their feelings/emotions first
4. Service provider may want to provide compensation for the damage equal to customer’s loss. Service provider can offer for a compensation to resolve he matters before customer’s request
5. Conducting a follow up within days after resolution is important. This shows that you are concern for their welfare after what has happened. Service provider may do so by giving them a call or having to meet them in person

ANSWER:
J: Ensuring a service recovery process.
1. Apologize
2. Immediate action to be done
3. Show compassion
4. Provide compensation
5.Ensure follow up on issues

1. Beforehand when a service lapse is discovered ensure that the provider must first and foremost apologize sincerely and profusely for the lapses and conduct a follow up on the matter. 
2.Make sure that the affected items or service is taken away. To minimize the damages done to the rest of the other customers.
3. Show compassion genuinely and not fake compassion. Because a customer and anticipate if the apologize is a genuine one or a fake one.
4. Compensate the customer for the experiences don't short change them. Offer them alternatives so they would not be dishearten by the experiences.
5.After the week that is follows ensuring that the customer is okay. There is no medical follow up. if any ensure that the bills is taken care of. ]]> 2018-07-05 15:27:19 UTC https://padlet.com/irah149/18fzysmdthrn/wish/269486300 irah149 https://padlet.com/irah149/18fzysmdthrn/wish/269486346 3. List at least FIVE learning points from this case

ANSWER:
F: Listening to the customer and having an understanding of their perspective is the first step in the service recovery process.

F: When a service breakdown occurs, a customer will usually expect to be compensated for their inconvenience(s) in the form of refunds, discounts, or an apology. But if the approach and apology by the service provider is sincere...customers might not even demand/ request for compensation of monetary value.

Answer:

Z - Think like a customer
To ensure you achieve service recovery, we have to think and put ourselves in the shoes of the customer. We need to question ourselves if the solution offered is substantial enough to compensate the customer.

Z - Respond appropriately
How you respond to a customer's complaint is very important. Inappropriate replies can actually lead to Customer Dissatisfaction. Respond to the customer appropriately by:
1. Staying calm
2. Listen well
3. Acknowledge the problem
4. Get the facts
5. Offer solution

ANSWER:
I - Emotional Issue
Mrs Scully mentioned that a simple apology would have sufficed the dispute. This shows that Mr Ng has failed to be sensitive to customer’s feelings which may set Starwoth company to be on a collision course. This is why it is important to show compassion by asking specific open-ended questions and not be defensive and putting the blame to the customers, in this case blaming that it may be from one  of the guest’s hair strand.


Answer:
J: Five learning points.
1.Be positive
2. Reassure the feelings of the customers.
3. Listen attentively at all times
4. Reduce frustrations
5. Negotiate a solutions

1. Positive attitude will be the key in handling any matters. This is a good takeaway for all issues. 
2. Reassuring the customers after the lapses is need to ensure that the customer would not lose trust on the brand.
3. Listening during the complaints will help ease the situation. This will help in taking notes of the key points of the matter. 
4. Calm down the customers. To prevent them from being frustrated of the situation and matter that happen to them. 
5. Always provide rational solutions. Do not short change them. That might aggravate the whole situation. ]]> 2018-07-05 15:27:55 UTC https://padlet.com/irah149/18fzysmdthrn/wish/269486346