How to Recover from Service Failure
The average American worker will make approximately 120 mistakes anually — after all, employees are only human. Nonetheless, such mistakes can contribute to negative guest experiences and therefore, managers must focus on mitigating them. One way this is accomplished is through employee training, in which they’re taught how to avoid mistakes. Ironically though, if handled correctly, mistakes can be yield extremely positive results. This contradictory phenomenon is known as the service recovery paradox (SRP). The SRP explains that if a mistake is solved effectively, a customer who experienced a … Read more