A customer service breakdown in hospitality occurs when the service professional or product does not meet the expectations of the customer. It can cause great frustration and inconvenience for a customer. This may result in the customer feeling cheated of the experience that they desired.
If left unresolved, service breakdowns may result in a loss of customers or negative referrals. This can greatly impact how a company’s products or services are viewed. However, by taking the right steps, companies can recover the customer and provide them with a satisfactory resolution.
Review the following materials for more information about customer service breakdown and the impact that it has on business:
Customer Service Breakdowns
https://www.linkedin.com/pulse/customer-service-breakdowns-domonique-vargas/
Customer Service Recovery
After reviewing the materials, download this assignment template, and then in a 3–5-page paper, answer the following questions:
Based on your experience as a customer, when have you encountered a service breakdown?
What caused the service breakdown?
What service recovery steps could have been implemented to resolve the service breakdown?