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What is Service Recovery?
Service Recovery is the theory that a customer who has a bad experience – and receives a prompt, effective response to their issues – will be a more loyal customer, than a customer who had no bad experience at all.
Why?
A bad experience provides the opportunity for Member Services Associates to demonstrate how valuable every customer is to AdvisoryCloud by responding quickly and helpfully to every case.
At AdvisoryCloud we strive for excellence in every interaction with our members providing honest, efficient, knowledgeable and caring service, so they feel heard, and remain loyal and happy customers. We put members first so they want to shout from the rooftops about our innovative platform, service and value.
How does AdvisoryCloud define customer service standards and attitudes?
World-Class - Best in Class - Customer Centric - Customer Friendly - Committed to Quality - Golden Rule - Exemplary Service - Excellence, Award Winning Customer Support.
What does Service Recovery sound like?
Beth Goodrum: Exemplary handling of a request for a refund after he paused his membership.
Christina Russell: Exemplary handling of a Free Trial refund request.
Sara Pickett: Exemplary follow up conversation wherein it’s clear this member has required a lot of attention from Sara, Beth and a Member Services Director - and is ending on a happy note.
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