Manage service recovery
Investigate a material service failure, hear the affected member, agree a proportionate remedy within authority, and correct the operating cause rather than sending only an apology.
| Field | Value |
|---|---|
| Business area | member-service |
| Primary role | community-manager |
| Frequency | event-driven |
| Privacy sensitivity | high |
| Security sensitivity | medium |
| Compliance review | needed |
Trigger and handoff
Trigger: A member experiences repeated, severe, or consequential failure against the service promise.
Inputs
- Member account and statement
- Service and incident evidence
- Remedy authority and policy
Outputs
- Explained finding
- Approved remedy and follow-up
- Corrective action for root cause
Current manual methods
- Ad hoc apology
- Untracked complimentary credit
- Internal blame discussion
Human judgment and approvals
-
Assess impact and fairness in context
-
Distinguish individual remedy from systemic correction
-
Approval: Authorized manager approves compensation
-
Approval: contractual change
-
Approval: or formal finding
Failure modes
- Automation sends an apology before facts are known
- Remedy is inconsistent or not delivered
Success metrics
- Promised remedies completed
- Recurrence and unresolved dissatisfaction reduced