Capitol City Speakers Bureau
  • Home
  • Speakers
  • Events
    • American Heart Month
    • Patient Safety Awareness Week
    • Stress Awareness Month
    • National Nurses Week
    • National Women's Health Week
    • Breast Cancer Awareness Month
  • Blog
  • Clients
  • Testimonials
  • What's New
  • About
  • Contact
  • Request
Picture

BLOG

3 Essentials for a Successful Service Recovery Culture

9/15/2022

0 Comments

 
By Kristin Baird

It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three fundamental elements necessary to promote a well-founded service recovery culture including:

1. ADOPTING A PROACTIVE POSITION
2. MONITORING AND RESPONDING EFFECTIVELY
3. LEARNING AND IMPROVING

ADOPTING A PROACTIVE POSITION

This step begins by first understanding executive beliefs and attitudes. Will they help or hinder progress with all other steps? Will they be able to empower staff to take action? Senior leaders must get crystal clear about what the frontline can do to resolve service issues before training begins. This is essential and skipping this step will result in confusion and distrust.

In a previous blog, I wrote about the need to empower employees with the tools needed for success rather than paying lip service.

Being proactive means preparing leaders to hire for service recovery aptitude and attitude as well as preparing them to coach and how to reinforce skills gained in training.

Having service recovery standards, training, and tools in place sets the organization up for greater consistency and to promote a well founded service recovery culture.


MONITORING AND RESPONDING EFFECTIVELY AND EFFICIENTLY

This step requires having trained staff and reliable systems to help spot issues, take action, and track and monitor for closed-loop resolution.

We often see well-meaning patient experience leaders creating “service recovery kits”. They consist of gift cards to distribute in service recovery situations. This is fine if it is done in conjunction with other means of service recovery actions to connect the trends with the root problem.

Most organizations already track recipients because there is a monetary value assigned. However, if the monitoring and tracking ends with how the gift cards are distributed, you miss a huge opportunity for quality improvement.

Track how the issue was resolved, by whom, and how fast. This will promote a well founded service recovery culture.

LEARNING AND IMPROVING

This step is essential in preventing future issues. Once data on the service recovery side is collected, what will you do with it?

Mining data will help you identify trends and determine how issues can be prevented. In an article from MIT Sloan Management Review, authors state, “The vast majority of companies do not take advantage of the learning opportunities afforded by service failures.”

Service recovery training is important. But you will be far more successful if that seed is planted in the fertile soil of a distinctive and well-founded service recovery culture.

​Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event  a success!
0 Comments



Leave a Reply.

    Archives

    March 2023
    February 2023
    January 2023
    December 2022
    November 2022
    October 2022
    September 2022
    August 2022
    July 2022
    June 2022
    May 2022
    April 2022
    March 2022
    February 2022
    January 2022
    December 2021
    November 2021
    October 2021
    September 2021
    August 2021
    July 2021
    June 2021
    May 2021
    April 2021
    March 2021
    February 2021
    January 2021
    December 2020
    November 2020
    October 2020
    September 2020
    August 2020
    July 2020
    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    January 2020
    December 2019
    November 2019
    October 2019
    September 2019
    August 2019
    July 2019
    June 2019
    May 2019
    April 2019
    March 2019
    February 2019
    January 2019

    Categories

    All
    Amy Dee
    Andrew Busch
    Beth Boynton
    Bobbe White
    Chip Bell
    Christine Cashen
    Colette Carlson
    Courtney Clark
    Donna Cardillo
    Joe Flower
    John O'Leary
    Jonathan Burroughs
    Josh Linkner
    Karyn Buxman
    Kenneth Kaufman
    Kristin Baird
    Laurie Guest
    LeAnn Thieman
    Marilyn Tam
    Mary Kelly
    Mel Robbins
    Roger Crawford
    Ron Culberson
    Shep Hyken
    Steve Berkowitz
    Steve Gilliland
    Tim Hague
    Vicki Hess
    Zonya Foco

    RSS Feed

Home

SPEAKERS

EVENTS

Blog

CLIENTS

ABOUT US

Contact

Copyright © 2023 Capitol City Speakers Bureau
  • Home
  • Speakers
  • Events
    • American Heart Month
    • Patient Safety Awareness Week
    • Stress Awareness Month
    • National Nurses Week
    • National Women's Health Week
    • Breast Cancer Awareness Month
  • Blog
  • Clients
  • Testimonials
  • What's New
  • About
  • Contact
  • Request