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A customer service breakdown in hospitality occurs when the service professional

May 18, 2024
Business and Management

A customer service breakdown in hospitality occurs when the service professional or product does not meet the expectations of the customer. It can cause great frustration and inconvenience for a customer. This may result in the customer feeling cheated of the experience that they desired.
If left unresolved, service breakdowns may result in a loss of customers or negative referrals. This can greatly impact how a company’s products or services are viewed. However, by taking the right steps, companies can recover the customer and provide them with a satisfactory resolution.
Review the following materials for more information about customer service breakdown and the impact that it has on business:
Customer Service Breakdowns-https://vimeo.com/502631838
Customer Service Recovery-https://www.linkedin.com/pulse/customer-service-breakdowns-domonique-vargas/
After reviewing the materials, download this assignment template, and then in a 3–5-page paper, answer the following questions:
Based on your experience as a customer, when have you encountered a service breakdown?
What caused the service breakdown?
What service recovery steps could have been implemented to resolve the service breakdown?
Please submit your assignment.
For assistance with your assignment, please use your textbook and all course resources.
Individual Project Rubric
The Individual Project (IP) Grading Rubric is a scoring tool that represents the performance expectations for the IP. This Individual Project Grading Rubric is divided into components that provide a clear description of what should be included within each component of the IP. It’s the roadmap that can help you in the development of your IP.
Expectation Points Possible Points Earned Comments
Describes an example of a service breakdown
30
Explains the cause of the service breakdown
25
Discusses the recovery steps
30
Discusses how to resolve the service breakdown
30
Professional Language: Assignment contains accurate grammar, spelling, and/or punctuation with few or no errors. (APA formatting is required or style specified in assignment).
10
Total Points
125
Total Points Earned
References

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