Service Breakdown

Service breakdowns are inevitable.

Whether you work in a manufacturing company or in a service company, like mine. But, unlike in manufacturing companies, the main product of service companies is their service. And breakdowns in their service can cause huge impacts in service companies.

Recently I studied something about Service Breakdown Recovery Strategies. I remember all of em, without any doubt at all. And all day, the words just kept on ringing in my head. I didn't know why.

But now I know why.
It was a God's way to help me. Because just tonight, I had my own service breakdown.

Here's what had been ringing in my head all day and had helped me get through tonight:

Hidden inside a company’s worst moments lies an opportunity to bring a customer closer to the company itself. Indeed, if the company can learn to handle service breakdowns so masterfully, it's not impossible that the angry/dissatisfied customers can be loyal customers in the future.

When I had a moment of "Service Breakdown", I remembered it. I remembered it with all my heart. I also happened to remember all the Service Breakdown Recovery Strategy. Those are:

1. Empathize, pay some respects.

2. Listen to the customer in order to understand better.

3. Understand the reason, Explore their unfulfilled expectations.

4. Own the problem, explain all the possible solutions available.

5. Act to solve

6. Follow up

So, i just implemented all those strategies and i succeeded. I learned the best lesson today.
People may think it's easy to follow those steps/strategy without much efforts. But wait and see until they experience it themselves.

Anyway, i'm glad that i was able to relate to everything I've learnt so far and that I always found opportunity to implement every single thing (even the tiniest thing) to my field of work. That way, all the knowledge that have been given to me won't go to waste.

Oh, and that golden moment in the end of the "worst moment" of service breakdown, I really developed a really good relationship with my customers. This is truly something to be grateful.

Knowledge is always good, if we know how to use it wisely.