Service Recovery and Compensation Practice Audit
Check consistency in how problems are put right.
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Audit recovery. Cases with problem, remedy offered and cost, with customer names replaced by codes: [RECOVERY_CASES]. Guidance given to staff: [GUIDANCE]. Group similar problems and compare the remedies, looking for inconsistencies by channel, agent or customer type. Calculate the average and range of cost per case and the share outside authority limits. Check that remedies fit the harm and that apologies are specific. Return a table, draft guidelines with remedy ranges per problem type, an approval ladder and a monthly review. Consumer law may require remedies beyond policy and must be checked [VERIFY]. Add a worked consistency table with invented cases: late delivery, 3 cases, remedies 5 credit, 20 refund and a full refund of 40; damaged item, 2 cases, replacement in both; wrong item, 4 cases, replacement plus 10 credit in two cases. Average remedy cost for late delivery = (5 + 20 + 40) divided by 3, about 21.7. Flag the inconsistent range and propose guidelines: late delivery under 3 days, apology and shipping refund; over 3 days, shipping refund plus 10 credit; etc. Add an approval ladder by value. Add a closing step: review a sample of ten recovery cases each quarter and update the guidelines with examples of good judgement.
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