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So if you are in the service industry, as a marketer, you always need some kind of service recovery plan.
所以如果你在服務(wù)行業(yè)，作為一個市場營銷人員，你一直都需要某種服務(wù)補救方案。
Your plan must be in place before a failure occurs and it must also be communicated promptly to everyone in your organization who deals with customers so they’ll know what to do.
你的方案必須在一個失敗發(fā)生之前就位，而且你必須迅速跟團隊中每一個與顧客打交道的人溝通這個方案，這樣他們就知道該怎么做了。
Service recovery encompasses all the actions taken to get a disappointed customer back to, uh, well, back to a state of satisfaction.
服務(wù)補救要包含為了令一位失望的顧客重新回到滿意狀態(tài)而采取的所有行動。
So if your car rental agency couldn’t provide the size car your customer wanted, but your policy is to provide a roomier car for the same price.
所以如果你的汽車租賃公司無法提供顧客想要的車型，但是你們的政策是可以用相同的價格提供一輛更寬敞的車。
You customer would probably be happy, might even restore his faith in your company.
你的顧客可能會很滿意，甚至也許會重塑他對你公司的信任。
Research has in fact identified service recovery as a significant determinant of customer loyalty.
實際上，研究將服務(wù)補救確定為帶來顧客忠誠度的一個重要的決定因素。
I see what you mean. Every year, my family goes on vacation together.
我知道你什么意思。每年我的家人都會一起去度假。
And a few summers ago, when we were in Chicago, it was really really hot. And guess what?
幾年前的夏天，我們?nèi)チ酥ゼ痈纾抢锓浅７浅幔夷悴略趺吹模?/div>
The hotel’s air conditioning broke and everyone was complaining.
旅館的空調(diào)壞了，每個人都在投訴。
What the hotel did...they actually didn’t charge anybody for that weekend.
旅館做的是......他們真的那個周末一分錢都沒收。
But the funny thing is that even though we had that horrible experience at that hotel, because they were so quick to appease us,
但是搞笑的是，即使我們在那個旅館有了那么糟糕的體驗，但是因為他們很迅速地對我們做出了安撫，
we usually stay at that same hotel every time we go to Chicago.
我們每次去芝加哥的時候通常還是會住在那家旅館。
