No matter how good a systems and people are put in place, mistakes happen. After all, to err is human. So what is one to do when something goes off course?
To me a sign of a service minded organization is not that they are perfect but more how they respond when something goes off course. Do they fail to respond? Do they play the blame game? Or do they step-up thank the customer for letting them know about the issue, apologize and offer to make it right, all in a timely manner? The later is what I refer to as Service Recovery and it is a sign of a service minded organization. In fact, here's real example from today that I want to share with you.
This morning you received my post entitled "What's Your Customer Experience Score?" In it I site two examples, Sport & Health and Verizon. Well, to my pleasant surprise, within 12 hours of that post going out, I received a thoughtful email from Colleen Wolak, Email Marketing & Social Media Director at Sport & Health thanking me, apologizing for the indifference I wrote about and letting me know they are working on improving their service. A great example of Service Recovery. Thank you Colleen.
Now, as for Verizon? Nothing. Sounds to me they need to speak with the folks at Sport & Health and learn about service.