The importance of a customer service recovery plan

/ 12:40 AM October 10, 2016

Service businesses who rely on customer-facing front liners are probably aware that knowing what to do when customers are angry or dissatisfied is crucial, and that resolving any disputes quickly will ensure customer retention.

But there is a new awareness that this service recovery mind-set should be cascaded to all the employees of the company.


We asked Mondo Castro, a training and management consultant for several local and international organizations specializing in topics relating to customer service, to explain more about this mind-set.

Why should businesses develop a customer service recovery plan? Isn’t it enough to just apologize, then move on?


Apologizing and then not doing anything else about it is not only a very bad business decision, it is also a precedent to a negative culture that does not value integrity. When we hurt the people closest to us, we need to apologize and then make up for it. It should also be true in our businesses.

If a customer service recovery plan is not created then our disgruntled customers will craft their own plan. And that plan will not include us and/or our company.

What are some important considerations in crafting a customer service recovery plan?

We need to start with the basics. What were the needs and expectations that were not met? What transpired? Who were involved? These are some of the questions that have to be answered prior to developing a plan.

Why do you believe that service recovery is for everyone, and not just the customer-facing front liners?

An excellent service culture starts from the top. Leadership needs to be shown in how you value both customers and employees.

People need to be trained and nurtured in a culture that focuses on the individual. This needs to be the foundation before a service recovery plan is created.


Everyone, from the top to the bottom, should be involved in every aspect of service.

After all, we are all front liners in some way—even internal interactions should mirror our external interface. (The author is executive director of Inquirer Academy.)

Mondo will be facilitating a workshop titled “Customer Service Recovery: Win Back Customers and Keep Them for Good” on Oct. 25, 2016. It is designed to help participants learn the steps on how to win clients back and establish stronger relationships.

The Inquirer Academy is at 4168 Don Chino Roces Ave. corner Ponte St., Makati City. For more information about the Customer Service series or any future programs, you may email [email protected], call (632) 834-1557 or 800-8110 and look for Jerald Miguel, or visit the website at www.inquireracademy.com.

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