A Practical Guide to Satisfying Customers in Service Recovery (1)

In October 2001, HKACE organised, in partnership with the Hong Kong Productivity Council, three training workshops for its members on "How to Satisfy Difficult Customers". The workshops provided useful experience-sharing among participants coming from different service industries. The conclusions of the workshops are summarized in this document - "A Practical Guide to Satisfying Customers in Service Recovery". It is written to help readers appreciate better that complaint is a meaningful source of customer feedback on products and services. It incorporates real case examples and is filled with practical suggestions on effective handling of complaints and good service recovery, including an appeal to the readers for drawing up an action plan for self-improvement.

We hope this publication will contribute to fostering a culture of customer service excellence in Hong Kong, thereby enhancing the competitiveness of the service industries.

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