What Is a Remediation Manager?

Crisis remediation is also called service remediation. In fact, it is the re-service for the mistakes in the service process before the service crisis occurs. The service remediation process is essentially a crisis prevention process. Through service remediation, the emergence of service crisis can be avoided to the greatest extent.

Crisis recovery

Right!

Crisis remediation is also called service remediation. In fact, it is the re-service for the mistakes in the service process before the service crisis occurs. The service remediation process is essentially crisis

Day after day

Service remediation should be based on prevention, supplemented by remediation. If a mistake has already occurred, it can only be remedied afterwards, and full preparation should be made before the mistake occurs. Service remediation should be based on the following principles: Timeliness strategy. The key to service remediation is to respond quickly. The faster the response, the better the remediation effect. Otherwise, service errors that are not properly resolved will quickly expand and upgrade. Strategies to distinguish different guests. There are all kinds of customers in the service companies. Among them, there will be "problem guests". These customers will not be satisfied with any of our service remedies. Their small number will cause us a headache. Way to treat. We should conduct service remediation training for possible service errors, train them how to listen to customers' complaints, handle interpersonal relationships, improve the ability to respond to changes, the ability to choose solutions, the ability to use authorization, and so on.

Service remediation is different from guest complaint management. Service remedy has the characteristics of effectiveness. Customers complain that management usually does not occur until after the end of a service process, and service remediation must be performed at the scene where service errors occur. If you wait until the end of a service process, the cost of service remediation will rise, and the effectiveness of remediation will be greatly reduced. Secondly, service recovery has the characteristics of initiative. An obvious feature of guest complaints is that only when the guest complains, the service company will take corresponding measures to soothe the guest until the guest understands and is satisfied. This "no complaint and no action" approach has seriously affected guests' satisfaction and loyalty to service companies. Service remediation is different. It requires service providers to proactively discover service errors and take timely measures to resolve them. This is a forward-looking management method, such as flight oversale remedy and cabin service facility failure remedy. While serving the interests of businesses and guests, it is possible to retain guests who may be lost for this purpose. At the same time, service remediation is a management process involving the whole process and all employees. In general, service remediation has a clear and immediate nature. Service companies authorize front-line employees to take timely remedial measures at the scene of service errors instead of full-time staff to handle customer complaints.

For service companies, emphasizing "one-time success" is necessary, but it is not enough. The reason is simple. Services are different from tangible products. Due to the simultaneity of the provision and enjoyment of services and the differences in services, services cannot be highly standardized. Therefore, we must pay attention to "second success" under the premise of focusing on "first success".

Service remediation is not only a concept of customer satisfaction, but also a competitive strategy. Customer supremacy is no longer a slogan of external propaganda, but it has become a formality. It has become an enterprise that continuously adjusts and improves the quality of its own service products from the customer's feelings, discovers and discovers the business space of the enterprise, and improves customer satisfaction and enterprise Visibility of a business strategy.