{"id":14089,"date":"2023-09-16T13:52:46","date_gmt":"2023-09-16T08:22:46","guid":{"rendered":"https:\/\/winnerbrands.in\/?p=14089"},"modified":"2023-09-16T14:05:00","modified_gmt":"2023-09-16T08:35:00","slug":"how-service-recovery-can-build-brand-love","status":"publish","type":"post","link":"https:\/\/winnerbrands.in\/brand-opinions\/how-service-recovery-can-build-brand-love\/","title":{"rendered":"Jab Koi Baat Bigad Jaye: how service recovery can build brand love"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"14089\" class=\"elementor elementor-14089\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e516b91 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e516b91\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-069c22c\" data-id=\"069c22c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9f35cb0 elementor-widget elementor-widget-text-editor\" data-id=\"9f35cb0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>For any brand, customer complaints and service slip-ups sound like a nightmare. However, they often don&#8217;t realize that every crisis is also a potential opportunity to deepen the bond with consumers.<\/p><p>It sounds counterintuitive, but if resolved promptly and courteously, a problem precipitated by the brand could make customers fans for life. In fact, academic researchers call this phenomenon the &#8216;Service Recovery Paradox&#8217;- a situation in which post-recovery brand satisfaction is greater than the satisfaction before the service failure!<\/p><p>A good service recovery can benefit the brand in more ways than one. It makes consumers confident of the brand&#8217;s integrity, fairness and consumer commitment. When consumers feel that the brand has their back, they are more confident in posing their trust in it. It raises the barriers to switching and builds brand loyalty.<br \/>Also, from the emotional turmoil created due to a service failure to the emotional high when an unexpectedly smooth resolution saves the day, the service recovery cycle is a rollercoaster of an event from the consumer&#8217;s point of view (POV).<\/p><p>This naturally leads to &#8216;brand stories&#8217;- a good recovery experience ensures that the brand is projected as a hero in these stories.<\/p><p>Finally, every service recovery episode is a learning for business. It reveals the areas of improvement- the loopholes and vulnerabilities. It, therefore, helps to make the overall brand offering more delightful and predictable.<\/p><p>Ensuring that service recovery delivers these benefits requires a systematic and methodical approach. Having a great service intent is a good beginning but isn&#8217;t enough.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-84a9ef6 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"84a9ef6\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-widget-divider{--divider-border-style:none;--divider-border-width:1px;--divider-color:#0c0d0e;--divider-icon-size:20px;--divider-element-spacing:10px;--divider-pattern-height:24px;--divider-pattern-size:20px;--divider-pattern-url:none;--divider-pattern-repeat:repeat-x}.elementor-widget-divider .elementor-divider{display:flex}.elementor-widget-divider .elementor-divider__text{font-size:15px;line-height:1;max-width:95%}.elementor-widget-divider .elementor-divider__element{margin:0 var(--divider-element-spacing);flex-shrink:0}.elementor-widget-divider .elementor-icon{font-size:var(--divider-icon-size)}.elementor-widget-divider .elementor-divider-separator{display:flex;margin:0;direction:ltr}.elementor-widget-divider--view-line_icon .elementor-divider-separator,.elementor-widget-divider--view-line_text .elementor-divider-separator{align-items:center}.elementor-widget-divider--view-line_icon .elementor-divider-separator:after,.elementor-widget-divider--view-line_icon .elementor-divider-separator:before,.elementor-widget-divider--view-line_text .elementor-divider-separator:after,.elementor-widget-divider--view-line_text .elementor-divider-separator:before{display:block;content:\"\";border-bottom:0;flex-grow:1;border-top:var(--divider-border-width) var(--divider-border-style) var(--divider-color)}.elementor-widget-divider--element-align-left .elementor-divider .elementor-divider-separator>.elementor-divider__svg:first-of-type{flex-grow:0;flex-shrink:100}.elementor-widget-divider--element-align-left .elementor-divider-separator:before{content:none}.elementor-widget-divider--element-align-left .elementor-divider__element{margin-left:0}.elementor-widget-divider--element-align-right .elementor-divider .elementor-divider-separator>.elementor-divider__svg:last-of-type{flex-grow:0;flex-shrink:100}.elementor-widget-divider--element-align-right .elementor-divider-separator:after{content:none}.elementor-widget-divider--element-align-right .elementor-divider__element{margin-right:0}.elementor-widget-divider:not(.elementor-widget-divider--view-line_text):not(.elementor-widget-divider--view-line_icon) .elementor-divider-separator{border-top:var(--divider-border-width) var(--divider-border-style) var(--divider-color)}.elementor-widget-divider--separator-type-pattern{--divider-border-style:none}.elementor-widget-divider--separator-type-pattern.elementor-widget-divider--view-line .elementor-divider-separator,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:after,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:before,.elementor-widget-divider--separator-type-pattern:not([class*=elementor-widget-divider--view]) .elementor-divider-separator{width:100%;min-height:var(--divider-pattern-height);-webkit-mask-size:var(--divider-pattern-size) 100%;mask-size:var(--divider-pattern-size) 100%;-webkit-mask-repeat:var(--divider-pattern-repeat);mask-repeat:var(--divider-pattern-repeat);background-color:var(--divider-color);-webkit-mask-image:var(--divider-pattern-url);mask-image:var(--divider-pattern-url)}.elementor-widget-divider--no-spacing{--divider-pattern-size:auto}.elementor-widget-divider--bg-round{--divider-pattern-repeat:round}.rtl .elementor-widget-divider .elementor-divider__text{direction:rtl}.e-con-inner>.elementor-widget-divider,.e-con>.elementor-widget-divider{width:var(--container-widget-width,100%);--flex-grow:var(--container-widget-flex-grow)}<\/style>\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-07a0887 elementor-widget elementor-widget-heading\" data-id=\"07a0887\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">Traits of a good service recovery mechanism- a consumer's POV\n\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1980748 elementor-widget elementor-widget-text-editor\" data-id=\"1980748\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>When consumers feel they have been wronged, they expect justice. From a consumer&#8217;s point of view, a service recovery experience that delivers on the below five criteria fosters the feeling of fair treatment:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a99da0 elementor-widget elementor-widget-heading\" data-id=\"4a99da0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Prompt<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac2d81f elementor-widget elementor-widget-text-editor\" data-id=\"ac2d81f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>This is hygiene. When consumers face an issue, they expect to be promptly attended and listened to. Revert within well-defined TAT, availability of 24&#215;7 assistance and quick first response give confidence that the issue will be resolved and help to avoid snap judgements.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-127808c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"127808c\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-71524ef elementor-widget elementor-widget-heading\" data-id=\"71524ef\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Professional<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-691d839 elementor-widget elementor-widget-text-editor\" data-id=\"691d839\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The service recovery mechanism should come across as professional- from the tonality of the first responder (that could be a person, IVR or Chatbot) to the proposed resolution process. An insight into the process reassures consumers that their concerns will be taken care of professionally<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8383cb2 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"8383cb2\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-201a534 elementor-widget elementor-widget-heading\" data-id=\"201a534\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Predictable<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5db3716 elementor-widget elementor-widget-text-editor\" data-id=\"5db3716\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The process should induce positive predictability. Consumers should know what will happen next and by when. Predictability eliminates residual skepticism and sets the ground for a great service recovery experience<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5db1f64 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5db1f64\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-52c214c elementor-widget elementor-widget-heading\" data-id=\"52c214c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Perceptive<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b32562 elementor-widget elementor-widget-text-editor\" data-id=\"5b32562\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Rather than becoming crammed and repetitive, a good recovery mechanism should be able to understand what consumers are going through and mould responses accordingly. Empathy, patience and resonance with consumer&#8217;s issues and emotions can become the core delight factors during service recovery.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-092646c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"092646c\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3280875 elementor-widget elementor-widget-heading\" data-id=\"3280875\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Proportionate<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20da2eb elementor-widget elementor-widget-text-editor\" data-id=\"20da2eb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Finally, consumers expect compensation that&#8217;s in line with the gravity of the issue they have faced. And this may not necessarily include only monetary loss. In many cases, they also expect compensation for negative emotional and social impact. Hence, recovery mechanisms that solely focus on monetary compensation may not be adequate to create delight.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3e5c24b elementor-widget elementor-widget-image\" data-id=\"3e5c24b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"656\" height=\"369\" src=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/09\/how-service-recovery-can-build-brand-love.png\" class=\"attachment-full size-full wp-image-14091\" alt=\"\" srcset=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/09\/how-service-recovery-can-build-brand-love.png 656w, https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/09\/how-service-recovery-can-build-brand-love-300x169.png 300w\" sizes=\"(max-width: 656px) 100vw, 656px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e6a22a elementor-widget elementor-widget-text-editor\" data-id=\"4e6a22a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong><em>Source: <a href=\"https:\/\/www.quora.com\/Why-is-Amazon-customer-care-service-quick-and-admirable\" target=\"_blank\" rel=\"noopener\">https:\/\/www.quora.com\/Why-is-Amazon-customer-care-service-quick-and-admirable<\/a><\/em><\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f01a31c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"f01a31c\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ec7b87 elementor-widget elementor-widget-heading\" data-id=\"7ec7b87\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How can brands deliver this experience?\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb578c2 elementor-widget elementor-widget-text-editor\" data-id=\"cb578c2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>A service recovery process essentially comprises five steps, and Brands should ensure that they address all of them:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48bca53 elementor-widget elementor-widget-image\" data-id=\"48bca53\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"537\" height=\"579\" src=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/09\/how-service-recovery-can-build-brand-love.jpg\" class=\"attachment-full size-full wp-image-14090\" alt=\"\" srcset=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/09\/how-service-recovery-can-build-brand-love.jpg 537w, https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/09\/how-service-recovery-can-build-brand-love-278x300.jpg 278w\" sizes=\"(max-width: 537px) 100vw, 537px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-774fd0c elementor-widget elementor-widget-heading\" data-id=\"774fd0c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">#1 Acknowledgement\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21c7632 elementor-widget elementor-widget-text-editor\" data-id=\"21c7632\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The first step in any service recovery process is to assure consumers that the brand acknowledges that there is a problem- and that it is ready to do what it takes to rectify it. Consumers often connect with support channels in anger and agony, and irate customers require sensitive handling. Brands need to delicately balance empathy with tact and diplomacy.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-406da21 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"406da21\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a536e3 elementor-widget elementor-widget-heading\" data-id=\"6a536e3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">#2 Alleviation\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b444eae elementor-widget elementor-widget-text-editor\" data-id=\"b444eae\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>At this point, the brand should explain its point of view and propose a resolution. Suppose the customer&#8217;s complaint is clearly out of the way or in violation of the company&#8217;s policies. In that case, it can politely explain why the company cannot resolve it and offer reconciliatory measures. Alleviation must be commensurate with the issue&#8217;s impact and reflect the brand&#8217;s sincerity towards its customers.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-164c1c1 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"164c1c1\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0740280 elementor-widget elementor-widget-heading\" data-id=\"0740280\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">#3 Alignment \n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a9c846 elementor-widget elementor-widget-text-editor\" data-id=\"4a9c846\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>It is important to clarify clear next steps with a specific timeline for executing them. Consumers should exit the session with clarity on what is the process going forward, what they are going to get (replacement, refund, another call, a ticket number\u2026) and how &amp; when they will get it (will the message come in SMS or WhatsApp? money will reflect in the wallet or bank account?)<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b99c346 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"b99c346\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d7d8bca elementor-widget elementor-widget-heading\" data-id=\"d7d8bca\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">#4 Action\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a0ff15 elementor-widget elementor-widget-text-editor\" data-id=\"4a0ff15\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The brand must ensure it lives up to its commitment and takes the process forward. It is important to maintain effective communication with customers during this process, proactively intimating them about any delays. Along with resolution, the brand may also add a delighter by sending a personalized and heartfelt apology note and\/or an offer on the next purchase.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-98af5e5 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"98af5e5\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af98eb3 elementor-widget elementor-widget-heading\" data-id=\"af98eb3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">#5 Assimilation \n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c7ad4e elementor-widget elementor-widget-text-editor\" data-id=\"8c7ad4e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Once the issue has been resolved, the brand needs to take a long and hard look at the process and analyze what went wrong and why. The learning from the process needs to be properly documented, and corrective measures must be implemented to avoid the recurrence. If customers aren&#8217;t happy with the closure, the brand needs to relook at the process of resolution and launch interventions to better it- this could include tweaking the refund policy, improving internal communication or providing better training to the support team.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dbfc00f elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"dbfc00f\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfade75 elementor-widget elementor-widget-heading\" data-id=\"bfade75\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Some watchouts\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4f3c6d elementor-widget elementor-widget-text-editor\" data-id=\"d4f3c6d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>While service recovery is a great opportunity to create delight, a few caveats are in order.<\/p><p>Occasional slip-up, if handled well, creates love and satisfaction. But if the issue becomes recurring, no amount of service recovery can create delight. Hence, the last step in service recovery- &#8216;Assimilation&#8217;- is extremely important to leverage the goodwill accruing from great service recovery.<\/p><p>Some companies use monetary compensation as a silver bullet to handle all service slip-ups. They liberally offer freebies, discounts and coupon codes as compensation, hoping that these would assuage irate customers and keep them loyal. However, as the consumer narrative shows, the costs of brand slip-ups are well beyond monetary. A recovery experience that doesn&#8217;t balance feelings and freebies can never create delight.<\/p><p>At times, a company doesn&#8217;t even acknowledge a customer&#8217;s complaint on the official channel but starts a frantic bout of outreach once the same grievance has been placed on a public forum (say LinkedIn, Twitter, etc.)- tagging founders and senior management. Rather than customer concern, such an action reveals service apathy and becomes a desperate attempt at damage control.<\/p><p>In any case, enthusiastic service recovery teams calling a customer repeatedly for the same problem is best avoided. More often than not, these calls accrue from gaps in internal processes and communication than any concern towards customers per se. Customers end up explaining their stories to multiple representatives without any resolution in sight. This can make them lose confidence in the service recovery.<\/p><p>Finally, a delightful service recovery doesn&#8217;t mean the brand needs to pander to every customer demand. There are instances when customers are unreasonable, and at times, they escalate issues to simply game the system. The service recovery mechanism should be robust enough to segregate grain from chaff and ensure that service orientation doesn&#8217;t translate into an undue monetary loss. If required, the brand shouldn&#8217;t desist from politely putting across its point of view, taking it as an opportunity to clarify its policies.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10e41ec elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"10e41ec\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f17c658 elementor-widget elementor-widget-heading\" data-id=\"f17c658\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">In Conclusion\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7eacccf elementor-widget elementor-widget-text-editor\" data-id=\"7eacccf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If executed well, service recovery can be a great way for a brand to create vocal advocates. A good service recovery experience feels humane, personalized and empathetic while being adequate and responsive.<\/p><p>Ease of reaching the brand, speed of issue handling, promptness of follow-ups, attention to detail and clean closure can truly turn a service recovery incident into an opportunity to strengthen the consumer relationship.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fa5e094 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"fa5e094\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-020f2e3 elementor-widget elementor-widget-heading\" data-id=\"020f2e3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Sources<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c1d792 elementor-widget elementor-widget-text-editor\" data-id=\"7c1d792\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ol><li><a href=\"https:\/\/www.frontiersin.org\/articles\/10.3389\/fpsyg.2022.852306\/full#:~:text=Effective%20service%20recovery%20can%20increase,et%20al.%2C%202013\" target=\"_blank\" rel=\"noopener\">Frontiersin Article<\/a><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e26f57f elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"e26f57f\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0e8973a elementor-widget elementor-widget-heading\" data-id=\"0e8973a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Leverage the power of top marketing talent\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d962615 elementor-widget elementor-widget-text-editor\" data-id=\"d962615\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>WinnerBrands helps organizations hire top marketing talent.<\/p><p>Be it performance marketing experts, content specialists, creative directors, designers, video editors or brand managers, we can help you find the right marketing talent to unlock your brand\u2019s potential.<\/p><p>Run by marketers for the marketers, we are already a preferred marketing talent partner for both established conglomerates and agile startups.<\/p><p>WinnerBrands can serve as the one-stop solution for all your marketing talent hires, offering you complete flexibility to engage this talent in your preferred engagement format-<\/p><ul><li>Full-time (on your payroll)<\/li><li>Contractual (on our payroll)<\/li><li>Or on a freelancing basis.<\/li><\/ul><p>\u00a0<\/p><p>So, if you are looking to onboard the best marketing talent, vetted by industry experts, in the shortest possible time, then WinnerBrands is your go-to place.<\/p><p>Talk to our founders and explore smarter ways to hire marketing talent by <a href=\"https:\/\/calendly.com\/asher-23\" target=\"_blank\" rel=\"noopener\"><em><span style=\"text-decoration: underline;\">clicking here<\/span><\/em><\/a><\/p><p><br \/>Cheers,<br \/>Team WinnerBrands<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27ed8a9 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"27ed8a9\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>For any brand, customer complaints and service slip-ups sound like a nightmare. However, they often don&#8217;t realize that every crisis is also a potential opportunity to deepen the bond with consumers. It sounds counterintuitive, but if resolved promptly and courteously, a problem precipitated by the brand could make customers fans for life. In fact, academic [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":14090,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[22],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Jab Koi Baat Bigad Jaye: how service recovery can build brand love - WinnerBrands - Helping brands leverage the power of top marketing talent<\/title>\n<meta name=\"description\" content=\"In this edition of FreeFlowing, we simplify how service recovery can help brands build a loyal customer base.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/winnerbrands.in\/brand-opinions\/how-service-recovery-can-build-brand-love\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Jab Koi Baat Bigad Jaye: how service recovery can build brand love - WinnerBrands - Helping brands leverage the power of top marketing talent\" \/>\n<meta property=\"og:description\" content=\"In this edition of FreeFlowing, we simplify how service recovery can help brands build a loyal customer base.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/winnerbrands.in\/brand-opinions\/how-service-recovery-can-build-brand-love\/\" \/>\n<meta property=\"og:site_name\" content=\"WinnerBrands - Helping brands leverage the power of top marketing talent\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/winnerbrands\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-16T08:22:46+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-09-16T08:35:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/09\/how-service-recovery-can-build-brand-love.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"537\" \/>\n\t<meta property=\"og:image:height\" content=\"579\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Akhil\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@WinnerBrandsCo\" \/>\n<meta name=\"twitter:site\" content=\"@WinnerBrandsCo\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Akhil\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/winnerbrands.in\/brand-opinions\/how-service-recovery-can-build-brand-love\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/winnerbrands.in\/brand-opinions\/how-service-recovery-can-build-brand-love\/\"},\"author\":{\"name\":\"Akhil\",\"@id\":\"https:\/\/winnerbrands.in\/#\/schema\/person\/733ea915e1b1ec54db700e2cf6ad6d57\"},\"headline\":\"Jab Koi Baat Bigad Jaye: how service recovery can build brand love\",\"datePublished\":\"2023-09-16T08:22:46+00:00\",\"dateModified\":\"2023-09-16T08:35:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/winnerbrands.in\/brand-opinions\/how-service-recovery-can-build-brand-love\/\"},\"wordCount\":1447,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/winnerbrands.in\/#organization\"},\"articleSection\":[\"Brand Opinions\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/winnerbrands.in\/brand-opinions\/how-service-recovery-can-build-brand-love\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/winnerbrands.in\/brand-opinions\/how-service-recovery-can-build-brand-love\/\",\"url\":\"https:\/\/winnerbrands.in\/brand-opinions\/how-service-recovery-can-build-brand-love\/\",\"name\":\"Jab Koi Baat Bigad Jaye: how service recovery can build brand love - 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