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7 3 ,[object Object],[object Object],[object Object],Building and Maintaining Relationships Service Breakdowns and Service Recovery Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
Service Breakdowns and Service Recovery Learning Objectives , Continued ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],Service Breakdowns and Service Recovery Learning Objectives , Continued
Understand Service Breakdowns : What are service breakdowns ? ,[object Object],[object Object],[object Object]
Behavioral Preferences Play a Major Role ,[object Object],[object Object]
Difficult Customers ,[object Object],[object Object],[object Object],[object Object],[object Object]
Difficult Customers , continued ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Talkative Customers ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Emotion-Reducing Model ,[object Object]
Customer Defection ,[object Object],[object Object],[object Object],[object Object],[object Object]
Internal Customer Relations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Strategies to Prevent Dissatisfaction : Use problem solving ,[object Object],[object Object],[object Object],[object Object]
Prevent Dissatisfaction : Focus on the Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Problem-Solving Process ,[object Object]
Implementing a Service Recovery Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Recovery Process , Fig. 7.7 ,[object Object]
Examples of Service Breakdowns ,[object Object]

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