Question : You are required to choose a recent service failure experience you have encountered during COVID-19 crisis in Australia. Service failure can be defined as a breakdown in the service delivery process or when the service delivery is unable to meet customers' expectation. Structure of the report in MS Word format should include

1) Introduction Set the scene here, describe the scenario, provide facts, feelings, context etc. Provide a clear description of the service delivery failure incident/scenario. Include an analysis of the roles and scripts of the service personnel

Discussion Here you have to move away from your feeling and discuss the scenario in a neutral perspective in alignment based on theory studied in weeks 9-12, along with identification of complaint type made by you and a root cause for the delivery failure.

Recommendation and service recovery strategy Propose a service recovery program and strategy for your chosen incident. Recommendations for maintaining customer loyalty and retention in the same context of your incident/scenario.

Conclusion

Reference list (not included in word count)

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