In today’s world of technologies and social media outlets, the division of a company that deals with service recovery of clients has to work faster and more innovatively than ever before. The day of word of mouth reviews is over, and the world as a whole is leaning towards technology based communication. In 2016, Statista, reports that there are 1.96 billion people in the world using a social media platform and the number is expected to reach 2.5 billion in 2018 (Stasista). This means that a single person has the power to reach millions of people in a matter of hours because of social media platforms that billions are using.
So what exactly is service recovery, and how might it pertain to your choices of who you give your business to? Service …show more content…
I believe that this step could perhaps be the hardest one to meet for the fact that so many companies are trying to have the best customer satisfaction among other companies. Again, going back to social media, people are able to see the kind of different compensations companies have given customers when a service failure has occurred, and in turn, customers may want something that is above and beyond what a company is willing to do. A quick example of comparing two service return policies that I have been involved in were Men’s Wearhouse in Elmira, NY and L.L.Bean. In 8th grade I received a pair of leather loafer/slippers for Christmas. My junior year of high school, I learned about L.L.Bean’s return policy in my microeconomics class and decided to see if I could exchange my $30 slippers for a new pair because mine had worn through the soles. On the return application I mentioned how they had worn through too quickly for owning them for three years. With just that, all I had to do way pay for shipping and I got a brand new pair. I tried this not because I wanted to rip off L.L.Bean, but to see if what we talked about in my microeconomics class was true in regards to customer service quality. Now at Men’s Wearhouse I had purchased a pair of shoes that I had worn maybe once or twice, and the glue on the sole was no longer adhering the upper to the lower of the shoe. I tried to return them and even though it was in their 90-day return window, since there was signs of wear on the shoes, I couldn’t take them back. This put me off a little bit because I had been treated so well by L.L.Bean, but then when I tried to return week old, hardly worn shoes to Men’s Wearhouse, I was unable to do so. This proves that this resolution step, in my eyes, is the hardest to sometimes provide for people. This is because in this day and age, we are able to see reviews from people about what different companies
So what exactly is service recovery, and how might it pertain to your choices of who you give your business to? Service …show more content…
I believe that this step could perhaps be the hardest one to meet for the fact that so many companies are trying to have the best customer satisfaction among other companies. Again, going back to social media, people are able to see the kind of different compensations companies have given customers when a service failure has occurred, and in turn, customers may want something that is above and beyond what a company is willing to do. A quick example of comparing two service return policies that I have been involved in were Men’s Wearhouse in Elmira, NY and L.L.Bean. In 8th grade I received a pair of leather loafer/slippers for Christmas. My junior year of high school, I learned about L.L.Bean’s return policy in my microeconomics class and decided to see if I could exchange my $30 slippers for a new pair because mine had worn through the soles. On the return application I mentioned how they had worn through too quickly for owning them for three years. With just that, all I had to do way pay for shipping and I got a brand new pair. I tried this not because I wanted to rip off L.L.Bean, but to see if what we talked about in my microeconomics class was true in regards to customer service quality. Now at Men’s Wearhouse I had purchased a pair of shoes that I had worn maybe once or twice, and the glue on the sole was no longer adhering the upper to the lower of the shoe. I tried to return them and even though it was in their 90-day return window, since there was signs of wear on the shoes, I couldn’t take them back. This put me off a little bit because I had been treated so well by L.L.Bean, but then when I tried to return week old, hardly worn shoes to Men’s Wearhouse, I was unable to do so. This proves that this resolution step, in my eyes, is the hardest to sometimes provide for people. This is because in this day and age, we are able to see reviews from people about what different companies