How To Avoid Service Failures

Service failure arises when customers experience dissatisfaction because the service was not delivered as originally planned or expected. In effect, then, service failure arises from the customer’s perception of a service experience and not from what the organisation believes it has provided. A poor service or a service failure will result in dissatisfaction. This in turn will prompt a variety of responses which may include complaining, negative word-of-mouth and decisions not to repurchase. If it is impossible to avoid service failures and dissatisfaction, then it becomes increasingly important for organisations to understand how to manage such occurrences and minimize their adverse effects. There is a growing body of evidence to suggest that effective service recovery will generate a range of positive customer responses with complaint handling being seen as a key element in service recovery. Try to use a trusted trader or service provider to avoid this. Responding effectively to consumer complaints can have a significant impact on satisfaction, repurchase intentions and the spread of word-of-mouth.

Dealing with service failure and how best to handle complaints, it is essential to understand the way in which consumers react to service failure and how they respond to different approaches to service recovery.

 Types of Service Delivery Failures

1. Unavailable service refers to services normally available that are lacking or absent such as a cancelled flight or a hotel that is overbooked, problems related to Internet services etc.

2. Unreasonably slow service relates to services or employees that customers perceive as being extraordinarily slow in fulfilling their function and might include delays in serving a meal in a restaurant or lengthy queues in banks, reservation, calls made to customer service, etc.

Other core service failures encompass all other aspects of core service failure; this category is deliberately broad to reflect the various core services offered by different industries (e.g., servicescape, invisible organization and systems, miscommunication, quality of service delivery, food service, cleanliness of the aircraft, and baggage handling).

3. Unprompted and Unsolicited Employee Actions- The third type of service failure arises from employee behaviours that are totally unexpected by the customer. These actions are not initiated by the customer, nor are they part of the service delivery system.

Subcategories of this group include-

(1) LEVEL OF ATTENTION – Negative levels of attention to customers pertain to employees who have poor attitudes, employees who ignore a customer, and employees who exhibit behaviour consistent with an indifferent attitude.

(2) UNUSUAL ACTIONS- The unusual behaviour subcategory includes employee actions such as rudeness, abusiveness, and inappropriate touching.

(3) CULTURAL NORMS- The cultural norms subcategory refers to actions that violate cultural norms such as equality, fairness, and honesty. Violations would include discriminatory behaviour, acts of dishonesty such as lying, stealing, and cheating, and other activities considered unfair by customers

(4) GESTALT- The gestalt subcategory refers to customer evaluations that are made holistically as in the case of a customer who evaluates a holiday as dissatisfying overall without identifying any specific incidents that cause this dissatisfaction.

(5) ADVERSE CONDITIONS- Finally, the adverse conditions subcategory covers employee actions under stressful conditions. If an employee takes effective control of any adverse situation, customers are impressed by the employee’s performance under those adverse conditions.

Understanding the type of service failure that has occurred is important in designing an appropriate recovery strategy and, perhaps more importantly, in developing future policies to limit the occurrences of service failures. For example, when faced with service delivery failures, an organisation may need to pay particular attention to service operations and design. Find trusted tradesmen across the United states. When failures arise from employee actions and behaviors, the appropriate approach might be to focus attention on the management of human resources.

The goal of service recovery is to identify customers with issues and then to address those issues to the customers’ satisfaction to promote customer retention.  However, service recovery doesn’t just happen.  It is a systematic business process that must be designed properly and implemented in an organization. Perhaps more importantly, the organizational culture must be supportive of idea that customers are important and their voice has value.

Effective service recovery strategies:

– Apology: A first person apology rather than a corporate apology, and one which also acknowledges that a failure has occurred.

– Urgent reinstatement: Speed of action coupled with a ‘gallant attempt’ to put things right even if it is not possible to correct the situation.

– Empathy: A sincere expression of feeling for the customer’s plight.

– Symbolic atonement: A form of compensation that might include not charging for the service or offering future services free or discounted.

– Follow-up: An after-recovery call to ascertain that the consumer is satisfied with the recovery process.

Acquisition is Good, Retention is Better

Companies still focus on acquisition and fail to develop and implement effective retention programs to retain customers and unlock their maximum value. Research also shows that acquiring a customer costs at least 5 times more than retaining one.


  1. Redefining customer loyalty and retention in today’s marketplace.
  2. Understanding the challenges and why satisfied customers are not enough.
  3. Examining the “R” in CRM and looking at the consumer view.
  4. Understanding the nature of loyalty in order to drive behavioural change.
  5. Key considerations when planning your retention strategy.
  6. The importance of generating real understanding and consumer insight.
  7. Understanding the need for a holistic view.
  8. Directing your efforts to where they’ll have most impact.
  9. Ensuring that the needs of all stake holders are met.

10.  Integrating customer retention into long term business planning.

11.  Changing the business focus from share of market to share of wallet.

12.  What you can expect a loyalty programme to achieve and what it cannot.

13.  Establishing a Brand Idea that will project a consistent message.

14.  Finding the right consistent tone of voice with which to address your customers.

15.  Communicating the Brand Idea to your most important audience – your company employees.

16.  Selecting the right media for your communications – and constantly testing.

17.  Developing relevant propositions, offers and incentives.

18.  Applying your message to other channels.

19.  Up selling and cross-selling to provide added value throughout the customer lifecycle

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How can I make a dollar a day from the internet?

How can I make a dollar a day from the internet?

Okay additional details… I’m from India and earning just a dollar a day is okay with me… but hey… don’t tell me to earn through HubPages, squidoo etc… no ‘paid to click’, ‘paid to read’ and ‘get paid to’ kinda stuff please! no internet marketing and affiliate programs as well… Paid surveys don’t work either, atleast not in my part of the world… any genuine suggestions???

Mechanical Turk ( is a great way to earn at least a US dollar every day. It’s a website has a wide variety of small tasks that earn from $.02/task to $2.50/task. Tasks can include transcribing 2 minutes of an audio clip for about $1.00; finding an article on a specific topic for $.11; writing, rewriting, or editing an article for $.25 to $1.50/article, or classifying a picture or website for about $.05. There are 15,000 to 20,000 tasks available on any given day. Some tasks require special qualifications. But, most of the qualifications (like transcription) can be easily learned and certified directly on I’ve found that scams are rare on this site. MT does a very good job monitoring their site and enforcing fair policies. I like the site because the variety of tasks allow me to pick the tasks that I feel like doing at any time that I want. If I only have 15 minutes and don’t feel like doing anything that is thought-intensive, I’ll write tags for pictures. If I have an hour or more, I might do a little transcription. Before obtaining any qualifications, I earned $3 to $6 per hour. Have fun

With sites like fiverr its easy to earn a dollar a day. go to and see what people are doing. you actually earn $4 per gig. It can obviously be scaled up too with repeat sales in a day so you can repeat that $4 over and over again if you get your gig right. Another way is to write articles for people and charge for those, advertise on elance. Or Sell on ebay, with dropshipping, There are tons and tons of ways, You have to stick with one idea and run with it.

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Internet marketing consultants

The Internet Means Business

The Internet is no longer a luxury reserved for big firms with large marketing budgets, it has become a true business necessity. If you’ve been putting off establishing an Internet presence for your business then you’re missing out on one of the most significant profit and growth opportunities available today.

“Four out of five small business owners cite their websites as major contributors to the overall health of their businesses”

Fortunately, WSI Internet Marketing Solutions are affordable for any business so it’s time to stop putting off what you know is important and take your business to the next level. WSI Internet Consultants have the experience, resources, proven processes, and a willingness to take the time to understand your business…

The Right Way to Become an Internet Marketing Consultant

Internet marketing is a lucrative business. There are many individuals who are earning substantial revenues by just selling their products or services over the Internet while at the same time endorsing the products or services of other Internet marketers. Revenues are flowing out of different outlets—through affiliate programs, direct product selling, or offering Internet marketing-related services.

With several features such as round-the-clock operability, opportunity of widening clientele base, and low starting costs, it is not surprising that the Internet marketing industry is now full of mushroom businesses owned and operated by novices who are eager to share the wealth of this lucrative industry. However, in order to grab a slice of wealth offered by Internet marketing, you must bear the stiff competition over the market. In this stiff competition, Internet marketers who possess the knowledge and capability on this type of investment will win the game.

The rule of the Internet marketing game is simple: learn the rules and apply necessary marketing strategies in order to win the game. Though you have several websites that are easy to navigate and contain useful features such as complete inventory listings as well as shopping cart facilities, if it is unable to generate generous amount of traffic, your Internet marketing career will be a total failure.

To avoid reaching possible career failure, it is important that you seek the help of an Internet marketing cnsultant. One of their business objectives is to provide their clients the necessary strategies or possibly handle the situation by themselves in terms of generating web traffic to their clients’ sites. This can be done through various ways such as affiliate marketing programs, web page optimization, web content development, or pay per click advertising. Even though as an Internet marketer, you are familiar with the aforementioned marketing concepts, you need sufficient time and expertise to apply it to your Internet marketing business. To fill up the gap, an Internet marketing consultant has the capability of applying the necessary strategies to build essential web traffic that will result in increased sales and generated revenues.

In case you have the knowledge and technical expertise about Internet marketing, you may also consider the career of an Internet marketing consultant aside from being an Internet marketer. If you have the marketing background and such is proven to be effective for other Internet marketing business, you may serve as a consultant to other Internet marketers, especially the new ones.

To be a successful Internet marketing consultant, you need to conduct an “inventory” of your Internet marketing skills and knowledge. You start by figuring out your strengths and determine what particular areas of Internet marketing you are weak. From such information, you will be able to construct a plan that will help educate yourself and improve your weak points. Begin by working out in your weaknesses and consistently testing it to determine if you have improved or not. Once you have developed your skills and you feel that you can go on, you are now ready to embark the career of being an Internet marketing consultant.

Once you are now in the field, always prepare because you will deal with numerous clients of varying needs. You will be able to meet complete novices as well as seasoned veterans on the Internet marketing industry. If you have come across clients who knew nothing about the business and ask you to take charge, you will have to take them under your wing. As a consultant, it is your responsibility to provide your clients their needs, whether they are complete novices or marketing gurus.

Start your consultant career on one or two areas of expertise. You may specialize on search engine optimization, newsletter writing, and other Internet marketing strategies. Identify the niche which you are strong with and make sure that you are regularly updated about any developments on those particular areas of expertise. You may also try concentrating on “hot niches” by typing your question on major search engines and see what comes after.

Being an Internet marketing consultant has the responsibility he needs to bear on serving the marketing needs of his clients. However, it takes common sense, solid knowledge, and enjoyment on what you are doing in order to help other Internet marketers in the long run. If you think you have the edge over a certain aspect, you can always go to that consultant direction. All of these are really up to you to think about.

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