Customer Service Recovery

With Customer Service Recovery, service failures can be corrected with immediacy, complaints can be turned into compliments, and staff can be empowered to swiftly solve customer grievances.

A customer service failure can strike at any time and in any organisation; the way the problem is dealt with is what sets a great customer journey apart. With a customer service recovery program, staff are empowered to tackle a complaint or an error head on, and issue a timely gesture of goodwill as apology - it's a more effective, more affordable and more personal alternative to cash compensation.

With a Simply Thank You recovery program, customer service employees are able to order and issue a gesture of good will while they deal with their customer, by taking about 30 seconds to complete a short digital form, recovering service standards with immediacy.

Benefits to Organisation

  • Corrects a service failure with immediacy
  • Minimises complaint escalation
  • Significantly reduces cash compensation
  • Inspires positive reviews and word of mouth
  • Empowers staff to rebuild customer relationships quickly
  • Streamlines internal complaint process
  • Improves service areas in line with strategy

Service Variables

  • Site appearance customisable to company brand & user type
  • Reward type: points currency, tangible gifts, digital gifts, EQ code, cards, vouchers
  • Set pre-approved catalogue of gestures or empower staff choice
  • Gifts anonymously dispatched with pantone matched paper, branded ribbon & personalised gift card
  • Management information & analytics
  • Multiple authorisation levels for gesture value & reason
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