Service Recovery Essay

1469 words - 6 pages

With this month's downing of MH17 and the March disappearance of MH370, it seems that if Malaysia Airlines didn't have bad luck, it wouldn't have any luck at all. Malaysia Airline's recent tragedies have indelibly stained the reputation of an airline that has one of the best safety records in the world. Until this year, Malaysia Airlines had experienced only two fatal accidents in 68 years of operation. In fact, the last 19 years have been fatality-free. And the airline regularly receives stellar marks for service and comfort from airline ratings agency Skytrax.The issue has been aggravated with the loss of consumer confidence compounding the company's ongoing financial troubles. It is incredibly rare for two catastrophic events to happen to the same airline in such a short period of time, but that's how things shape up when things are not going your way.In crisis management, they call it the "black swan" - an event that is extremely rare but has enormous consequences. As major revival plans are considered for Malaysia Airlines after its second "black swan" in four months, it can regain the trust of passengers by service recovery of these service failures. The airline was losing money even before the disappearance of MH370 in March, but the shooting down of MH17 over eastern Ukraine has caused an unparalleled blow and taken it into unchartered territory. Now it's expected only drastic measures will be able to secure the survival of the troubled airline, with turnaround options tipped to be presented this week. Their inept response to the first failure (MH 370) brought a storm of criticism from family members and the public. Spokespeople gave out inconsistent or late bulletins; families received painful news via text message.Key problems that were there which needed to be addressed for a good service recovery are:Problem #1: CultureMalaysian's culture and religion are different from traditional western culture and religion. Their language also includes a mix of Malay, Mandarin Chinese and English.Press release issued by Malaysia AirlinesProblem: Joint Information Centers (JICs)When your corporation has to share the stage, microphone and crisis with government agencies, often all parties agree to set up a Joint Information Center (JIC). Often, the government agencies want to take the lead and usually corporations are too willing to let the investigating agencies bear the burden of the media interviews. This usually happens because the corporation has failed to write a good crisis communications plan, they have failed to train their spokesmen, and they have failed to hold annual crisis communications drills. Due to their failures-all of which could have been avoided-they capitulate to government agencies, praying the government agencies have good spokesmenSolution: You have an obligation to media train your spokesmen to the highest level so they can hold their own in a news conference.. Regular press conferences should be given for updates.. Grief...

Find Another Essay On Service Recovery

Network Disaster Recovery Essay

1107 words - 5 pages , over and above even for health and security of the world. With growing penetration of the Internet from residential use, combined with commercial and otherwise significant traffic being carried over backbone networks, impacts from service interruptions continue to be critical to many segments of society. Network disaster recovery (NDR) has become timelier and most crucial in the last few years, with catastrophic natural disasters occurring in

service marketing Essay

1727 words - 7 pages fundamental cause of customer switching behaviour in service organizations. Thus, well-executed service recoveries are essential to enhancing customer satisfaction and building customer relationships (Fornell and Wernerfelt, 1987, p. 337).The first step in service recovery is apology. The employee of XHR salon should have apologized for not being on time. Although apologizing does not help to correct the situation, yet it definitely helps to defuse

Implemention

1021 words - 5 pages or call center. The suppliers, vendors, and other external service provider should be tested to ensure they will meet the contracted commitment during and after the disaster. Each step of the tests should be documented; a qualified member of the recovery team will be assigned to record the test and its result for later revision. Adjustment: After the testing, the recovery team leadership will meet to conduct a thorough review, dissecting the test

Organization IT and Security Systems: Disaster Recovery

1148 words - 5 pages -hosted disaster recovery solutions, also known as recovery-as-a-service (RaaS). Rather than requiring one-for-one DR infrastructure to keep the production data, could based disaster recovery allows users to safeguard physical production servers with low cost virtual infrastructure solutions2. This option allows for an organization to minimize downtime and recover more rapidly upon a disaster. The best advantage of implementing a disaster recovery

Disaster Recovery Planning

1267 words - 5 pages Introduction Disaster Recovery Planning is the critical factor that can prevent headaches or nightmares experienced by an organization in times of disaster. Having a disaster recovery plan marks the difference between organizations that can successfully manage crises with minimal cost, effort and with maximum speed, and those organizations that cannot. By having back-up plans, not only for equipment and network recovery, but also detailed

Response of every Type of Software Error

1643 words - 7 pages persistent. Recovery and continued service for internal errors is only aimed for those errors for which explicit provision has been made in the system design. Techniques for internal recovery by a process include ad hoc repair as a part of a local exception handler or general approach as systematic state restoration employed by recovery blocks. Continued service is provided in an arbitrary fashion following recovery in an exception handler and -more

A Vision for Change: The Recovery Model and Irish Mental Health Services

3506 words - 14 pages special emphasis put on involving the service users, their families and carers at every level of treatment. Being involved in mental health services is more than the service user being diagnosed or attending consultation, they must be at the centre of the decision making. This is integral to recovery as they hold a very unique insight into the experiences of mental health issues and hold a greater awareness of public perception, and in some cases

test testings

688 words - 3 pages The approach and the plan for DR and Business Continuity are based upon the VMWare’s Site Recovery Management (SRM) implementation. After doing a market research, it was observed that by implementing VMWare’s SRM tool, the university can actually save almost 30% on the total cost. Another 21% can be saved if VMWare’s replication manager is implemented along with SRM. The following picture demonstrates the cost savings of the solution which I

Database Backup and Disaster Recovery

749 words - 3 pages A backup and recovery plan is necessary for the databases that the ABC Company uses for its business needs. In the event of a natural disaster, human error, hardware failure, or any other corruption or loss of data, backup and recovery measures will mean the difference between an inconvenience and a catastrophic loss of company data. The following report addresses various options for backup and recovery, and proposes what measures ABC Inc

Policy Analysis and Critique

1985 words - 8 pages draws contributions from both national and international research projects to provide a consistent framework to recovery-oriented service delivery in the mental health care system. Moreover, it acts as a complement to the existing standard and competent policies. In simple terms, it is an overall mental care cover policy. The policy covers the expectations of patients suffering from mental disabilities and their families. The policy brings together

The Importance of Telecommunications

564 words - 2 pages networks, impacts from service interruptions continue to be critical to many segments of society. Network disaster recovery (NDR) has become timelier and most crucial in the last few years, with catastrophic natural disasters occurring in different parts of the world due to various causes, with different responses necessary. There is no telling when and where the next disaster will occur, but disasters will occur. Most technical articles in this

Similar Essays

Service Failure And Recovery Essay

2951 words - 12 pages (2006) pointed out that the customers with service failure experience told almost 10 people about their negative experience. Thus, it is required service firms to develop effective and efficient service recovery strategies which deal with the customer retention. Service recovery should be viewed as an approach to rebuild and validate the relationship with customers, but not as to generate the internal goodwill.To sum up, the service industry is

Customer Service Recovery Essay

949 words - 4 pages assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction. Service recovery refers to a series of actions in which customer complaints are identified, and immediately resolved. Additional steps may be required, and

How To Create A Disaster Recovery Plan

1834 words - 7 pages A Primer on How to Create a Bullet-Proof Disaster Recovery Plan for the Entire Organization Minutes after the first of two planes plunged into the World Trade Center's Twin Towers on September 11, 2001, Morgan Stanley Dean Witter, Inc., the largest tenant in the World Trade Center, declared a disaster and rushed its disaster recovery plan into place with the help of SunGard Recovery Solutions, a third-party disaster recovery service

The Values And Beliefs, Which Underpin Contemporary Mental Health Nursing In Scotland

2142 words - 9 pages health strategy encourages service users and their families to take on more responsibility for their mental health and wellbeing. In addition to the Mental Health Strategy, The Quality Strategy (2012) commitment 3 states ‘Increasing the support for self-management and self-help approaches’, gives people a crucial part in managing their illness through time with wide-ranging benefits using this approach and helping them through their recovery