"A sale is never final once the transaction has been processed" Pittsburgh Phantoms
Maturity Stages of Service Recovery
Stage 1: Moribund. There is no complaint handling. Angry customers are ignored.
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Stage 2: Reactive. Customer complaints are heard, and a response is made. But it’s a haphazard process with no defined goals for the response and no one owning this business process.
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Stage 3: Active Listening. At this stage, the response to issues voiced by customers is structured. Specific people have the responsibility to respond to complaints and guidelines are in place for the response. However, it is still reactive.
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Stage 4: Solicitous. The critical change from Stage 3 to 4 is the move from reactive to proactive solicitation of customers with issues. The reason this is so important is that most customers don’t bother to complain. They just move on to other suppliers of products.
The solicitous role is accomplished by encouraging customer to voice their complaints. Surveys are a commonly used technique to get issues voiced. The survey design must be such that more than just high level measurement of customer satisfaction is captured. The design must allow for action to be taken. The desire for anonymity complicates the task.
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Stage 5: Infused. The pinnacle of Service Recovery Practices is achieved when the complaint identification merges with business process improvement or six sigma programs to support root cause identification and resolution. The owners of business processes that cause customer issues are notified of the occurrences to prompt reexamination of the process design.
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(https://greatbrook.com/service-recovery-strategies-customer-retention/)
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