Diploma of Management: Service Recovery Project for Zain Telecom

This project focuses on service recovery strategies for Zain Telecom, aiming to improve customer satisfaction and loyalty. It outlines the importance of effective service recovery, emphasizing the role of employee training and commitment. The project details a comprehensive approach to handling customer complaints, including identifying issues through market research, resolving complaints efficiently, and learning from past experiences. It also provides practical steps for employees to interact with customers, including active listening, empathy, and offering viable solutions. Furthermore, the project presents strategies for managing difficult customers, such as building rapport and maintaining a calm demeanor. The key steps of service recovery are highlighted, from anticipating customer expectations to offering appropriate solutions and making amendments. References to relevant academic research are included to support the strategies discussed.

Service recoveryNAME
COURSE
DATE

Important facts of Service
Recovery
An effective service recovery strategy would help Zain telecom
company in certain ways which includes:
 It plays an important role in ensuring the customers are satisfied.
 Tests the employees’ commitment to provision of quality services
 Impacts customer loyalty
 Increases total client lifetime value
 Increases chances of future profitability

Principles of Effective Service
Recovery Systems and methods
 At Zain telecom, the best strategy in effective service recovery is
to do it the first time and if complaints arise handle them
effectively. This will equal to customer satisfaction.
 An effective complaints handling process entails:
 Identifying the service complaints through market research ,
monitoring g the complaints and developing them as an
opportunity’s culture
 The next step is to resolve the complaints effectively through
development of an effective system ad training for the employees
 Learning from the experience through conducting the root cause
of the failure (Mostafa, et al, 2015).

Process of making it easy for the
customer to complain
As an employee at Zain telecom, you should understand that the
customer is always right. Therefore you should handle a complaint
like a pro;
 First listen to the customer and understand the problem
 Empathize with their situation to create a connection between the
two of you
 Offer the most viable solution
 Then execute the solution
 Later on follow up to see if the client was satisfied
The importance of this process is to ensure that the customers
remain loyal and are fully satisfied with the services offered.

Methods or strategies of how to
handle difficult (angry) customers
 Angry customers need attention, first of all, listen to their
situation without talking over.
 Then build a good rapport through empathizing with them
 Lower the voice when talking back to them
 Assume that other customers are watching. This gives you an
opportunity to think clearly before responding

Important steps of Service
recovery in a business.
The important steps in service recovery at Zain telecom includes;
 Anticipate the customer’s expectations
 Accept the responsibility and acknowledge the customers
feelings
 Apologize to the customers for the damages caused
 Offer the most appropriate alternatives
 Make amendments for the problems caused (Van and Orsingher,
2016)

References
 Van Vaerenbergh, Y. and Orsingher, C., 2016. Service recovery:
An integrative framework and research agenda. Academy of
Management Perspectives, 30(3), pp.328-346.
 Mostafa, R.B., Lages, C.R., Shabbir, H.A. and Thwaites, D., 2015.
Corporate image: A service recovery perspective. Journal of
Service Research, 18(4), pp.468-483.