Service Design - Design of the defective service management system

Manage service defectiveness is an opportunity for service companies to speed up the learning process aimed to improve customer experience. In fact, many researches have shown that a service encounter in which a customer has experienced unsatisfaction can be transformed in a very positive experience that spur customer loyalty.
A-CCI brings to its clients experience to quantify potential customer at risk due to defective service, and how to design a structured defective service management system aimed to recover negative customer experiences.

The defective service management system can answer to these questions:

• Which are the events that must trigger the recovery?
• What the front-line personnel have to do?
• Which is the content of the verbal communication?
• Who must be involved in the recovery? In which way and for doing what?
• When is necessary to write formal excuses?
• How to check the effectiveness of the recovery?
• How to spread knowledge inside the organization on results achieved through a recovery process?