Reference no: EM132832276

Question: You are an employee of a local retail organization that typically closes at 6:00 pm. At 5:52 pm, your supervisor tosses you the keys to the front door and tells you to lock up for the evening because he wants to get out early so that he can pick up his wife. They have tickets for a play and are going out to dinner to celebrate their anniversary.

As you lock the door and start to return to your cash register to begin your end-of-the-day activities, you hear a frantic knock on the front door. An obviously distraught customer is yelling that she needs to buy a gift for her son's birthday and is pointing to the clock on the wall next to your register which indicates it is 5:56 pm. There is a sign on the door that lists the closing time as 6:00 pm.

1. Based on the service recovery process, how do you handle this and make sure your supervisor is not set back in his plans?

The 5 steps in the service recovery process are:

(a) Apologize, apologize, apologize

(b) Take immediate action

(c) Show compassion

(d) Provide compensation (give additional value)

(e) Conduct follow-up (face to face - did this help her?)