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.
|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||✔|
|Feel confident that error has been acknowledged and addressed efficiently||✔|
|Feel surprise and delight at receiving a gesture of good will||✔|
|Receive sincere and personalised apology||✔|
|Feel acknowledged as an individual||✔|
|Associate organisation with positive outcomes||✔|
|Perceive competitive customer service and journey||✔|
|Site appearance customisable to company brand and 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||✔|
|Customisable Management information & analytics||✔|
|Multiple authorisation levels for gesture value & reason||✔|