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Marketing - Tourism & Travel | | English term or phrase: service recovery | Материалы занятий с персоналом отеля.
Simply put, service recovery is putting a smile on a customer's face after you've made a mistake.
We must ensure any problems that needed a service recovery action do not reoccur. |
| | | Russian translation:устранение недочетов в гостиничном сервисе (или: в работе), см. ниже | Explanation:
service recovery = recovery of service failures, о чем свидетельствуют, в частности, нижеприведенные ссылки по гостиничной тематике (в этой связи, кстати, возникает вопрос о переводе service failure and recovery, так сказать, в одном флаконе, но это тема для отдельного обсуждения).
Service failure and recovery: evidence from the hotel industry
http://www.emeraldinsight.com/journals.htm?articleid=867513&...
Can service recovery help when service failures occur?
http://findarticles.com/p/articles/mi_hb1385/is_2_11/ai_n291...
Попросту говоря, устранение недочетов в работе - это умение сделать так, чтобы клиент улыбнулся после того, как вы допустили ошибку.
Мы должны исключить повторное возникновение проблем, потребовавших принятия мер для их устранения.
Как-нибудь так, имхо.
Дополнительная информация:
Service Recovery is not just fixing the problem. It’s making sure it won’t happen again. It’s listening to the customer. It’s going above and beyond. Remember a great working definition of Quality Service is satisfying a customer's physical and emotional needs and then adding value. Explore ways in your organization how you can appropriately compensate the customer for their trouble.
http://www.communicationstrat.com/news.asp?id=42
Service Recovery is a theory that suggests that a customer who has a bad experience and gets prompt, effective response to their issues will be a more loyal customer than a customer who had no bad experience at all.
http://thethrivingsmallbusiness.com/articles/recovery-theory...
I found an interesting definition for service recovery on The Johns Hopkins website. They define service recovery as, "turning potentially negative situations into positive ones." Dad says service recovery is about "how you act on a mistake." In other words, it is about using tools to turn a mistake into a positive and profitable situation when it could be a loss.
http://theeducationofkatiekelley.blogspot.com/2007/10/propri...
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| Selected response from:
 Andrei Mazurin
Russian Federation
Local time: 21:52
| Grading comment Спасибо!
4 KudoZ points were awarded for this answer |
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| Discussion entries: 0 |
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Automatic update in 00:
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5 mins confidence:   peer agreement (net): +1 обработка жалоб, работа с жалобами
Explanation:
Система обработки жалоб (service recovery system) в сфере ...
bibliofond.ru/view.aspx?id=491358Cкачать статью по теме 'Система обработки жалоб (service recovery system) в сфере банковских услуг'. 7.
Система обработки жалоб (service recovery system) в сфере ...
knowledge.allbest.ru/.../3c0a65635a3bd68a4d53b88421316c27_0.ht...13 янв 2010 – Причины ухода клиента в другой банк. Создание эффективной системы обработки жалоб (SRS). Развитие информационных ...
Работа с жалобами потребителей и совершенствование ...
izago.ru/rabota-s-zhalobami-potrebitelej-i-sovershenstvovanie-servis...21 ноя 2011 – Service recovery system. .... Теперь мы рассмотрим систему восстановления сервиса (service recovery), которая зависит от обоих: и ...
Работа automotive service recovery specialist, Вакансии automotive ...
jooble.ru/search.../kw-automotivez20servicez20recoveryz20specialistРабота Automotive service recovery specialist. Вакансии Automotive service recovery specialist. Актуальные вакансии со всего интернета на jooble.
| erika rubinstein
Local time: 19:52
Specializes in field
Native speaker of: Russian
PRO pts in category: 90
|
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| | Login to enter a peer comment (or grade) |
5 mins confidence: peer agreement (net): +1
45 mins confidence:
1 hr confidence: устранение недочетов в гостиничном сервисе (или: в работе), см. ниже
Explanation:
service recovery = recovery of service failures, о чем свидетельствуют, в частности, нижеприведенные ссылки по гостиничной тематике (в этой связи, кстати, возникает вопрос о переводе service failure and recovery, так сказать, в одном флаконе, но это тема для отдельного обсуждения).
Service failure and recovery: evidence from the hotel industry
http://www.emeraldinsight.com/journals.htm?articleid=867513&...
Can service recovery help when service failures occur?
http://findarticles.com/p/articles/mi_hb1385/is_2_11/ai_n291...
Попросту говоря, устранение недочетов в работе - это умение сделать так, чтобы клиент улыбнулся после того, как вы допустили ошибку.
Мы должны исключить повторное возникновение проблем, потребовавших принятия мер для их устранения.
Как-нибудь так, имхо.
Дополнительная информация:
Service Recovery is not just fixing the problem. It’s making sure it won’t happen again. It’s listening to the customer. It’s going above and beyond. Remember a great working definition of Quality Service is satisfying a customer's physical and emotional needs and then adding value. Explore ways in your organization how you can appropriately compensate the customer for their trouble.
http://www.communicationstrat.com/news.asp?id=42
Service Recovery is a theory that suggests that a customer who has a bad experience and gets prompt, effective response to their issues will be a more loyal customer than a customer who had no bad experience at all.
http://thethrivingsmallbusiness.com/articles/recovery-theory...
I found an interesting definition for service recovery on The Johns Hopkins website. They define service recovery as, "turning potentially negative situations into positive ones." Dad says service recovery is about "how you act on a mistake." In other words, it is about using tools to turn a mistake into a positive and profitable situation when it could be a loss.
http://theeducationofkatiekelley.blogspot.com/2007/10/propri...
| Andrei Mazurin
Russian Federation
Local time: 21:52
Native speaker of:  Russian
PRO pts in category: 68
|
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