Service Systems - HOSP11 As discussed in seminar, our commitment to service quality is displayed to our customer by the manner in which we respond to mistakes (and they will happen!) It is inevitable that we will make an error. The way we respond to the mistake is a crucial factor in our customer retention. We must go out of our way to satisfy customers after we fail them. We can't fail them twice! Design Service Recovery Program for an organization of your choice. Use the example "A Colourful Guide to Dealing with Customer Complaints" handed out in class as reference. Be creative as possible. You may have the opportunity to use this in your future place of employment. 1. Choose and Name your Organization - the organization/company must not have a current Service Recovery Program 2. Name your Service Recovery Program (i.e: A Colourful Guide) Create your own. Be creative! 3. Identify 5 levels of Service Recovery (i.e: Raging Red, Outrageous Orange, Yelling Yellow, Gloomy Green, and Cool Blue) Create own. Be creative! 4. Define these levels (i.e: Customer is irate, irrational, uses profanity and is causing a scene) 5. Identify the issue at each level - as it relates to the company you have chosen (i.e: Customer did not receive a wake-up call) 6. Identify who should deal with the customer at each level (i.e.: Line level employee, Supervisor, Manager, or Owner) 7. Identify the expectation/compensation at each level - as it relates to the company you have chosen (i.e: Room night complimentary, Letter from the General Manager, free tickets, etc.)