Organisations make mistakes from time to time. After all, organisations are created by people and comprises of people, and people are imperfect. However, in the eyes of the customers, a mistake made is a blemish on the record. And as expectations rise over time, customers expect a service providers to recover from the mistakes initially made. Unless organisations conduct service recovery to make amends for their mistakes, they stand to lose their customers. One of the key things that great organisations do is to embark on loyalty recovery programmes to win the hearts of the customers.
The two main components that are often found in a loyalty programme are:
- Customer loyalty maintenance
- Winning the faith and loyalty of lost customers
Organisations can choose to dismiss lost customers as insignificant, or at the other extreme, can go all out to win every lost customer back. So, if your organisation wants to win every lost customer back, we have to begin by equipping your customer service providers, engage them in customer service dialogues, reward service excellence behaviour and promote people who are service champions. Empowering your people, the front-line service providers, is the first step that you may want to consider.
Ten principles of Empowerment:
- Trust - it is essentially the foundation of effective empowerment.
- Respect - is about embracing diversity.
- Defined responsibilities - clear sets of direction and KPIs.
- Authority - the degree of service recovery amount or action
- Goals and standards - motivations and core values of the organisations.
- Staff development - constantly upgrading service excellence skills
- Information sharing - information is power itself
- Feedback - self reflection
- Reward achievements - recognise service excellence
- Permission to fail - executing new things will require some elements of failure
Service providers need to be empowered to do a great job.
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