Addressing the Process Gaps: Real Change Can Only Happen With Effective Communication
Addressing the Process Gaps: Real Change Can Only Happen With Effective Communication
Our client, a boutique retail firm was disappointed when a mystery audit results showed that the service recovery process was tedious. Boutique employees had told the customers that they were not allowed an exchange or refund of the goods though the company policy stated that this is permissible within 7 days of purchase.
Key Concerns
Company’s policy was not clearly articulated and constantly reinforced
Junior and/or new staff who does not understand and know the policy enough may bring about repercussions that are uncalled-for
Company’s policy was not clearly articulated and constantly reinforced
Junior and/or new staff who does not understand and know the policy enough may bring about repercussions that are uncalled-for
36 Months Of Process Redesigning For Better Service Recovery
- mystery audits were carried out across Singapore, Malaysia and China to garner feedback on service recovery process
- a 1-day service recovery workshop was conducted for key employees and managers to address the key concerns brought about by the feedback
- open discussions and intense debates on the Dos and Don’ts of the service process has also proven to be necessary and fruitful
- working sessions were held to lay out employment empowerment guidelines and a revised service recovery process, which has helped to break down the silo mentality across functions
- an e-learning program that explained the principles and practice of the policy was also designed to be used across the APAC region to reinforce practice of the company policy
Impact
Our client has expressed that “the service recovery workshop was very helpful to crystallize [their] service recovery standards and has resulted in improved customer satisfaction.”
On top of that, employees were now able to exchange viewpoints on the potential implementation challenges. This exercise has also secured commitment from all parts of the value chain in addressing the process gaps as a team.