By now you have probably seen the Oscar screw-up in which Warren Beatty and Faye Dunaway where given the wrong envelope and falsely announced that “La La Land” had won the Academy Award for best picture. It was a very unfortunate mistake, one I think the majority of the public felt bad about and understood that mistakes happen (Steve Harvey was forgiven for his similar screw-up at the Miss Universe 2015 pageant).
|However, the accounting firm, PricewaterhouseCoopers (PWC), who was responsible for handling the correct envelopes, did not handle the service recovery of the debacle as well is it could have. I know personally that PWC prides itself on providing excellent customer service. Initially they did the right thing and released a statement claiming to take “full responsibility” for Sunday evening’s Oscar screw-up in which one of their accountants made the mistake. They should have stopped while they where ahead. The only other thing they needed to do was share how the mistake happened and what they will do about it going forward to ensure it never happens again.
However, PWC decided to publicly name the accountant responsible, which has led to a PR nightmare for both the employee and PWC. Why they chose to publicly shame their own employee is a mystery. The employee has been ripped apart all over social media. By throwing their employee under the bus, it makes it look like the accounting firm is not taking full responsibility for the mistake. The company needed to take full responsibility, figure out exactly what went wrong, and create a process so it will never happen again. And the whole thing would have been put to rest or possibly just a punch line on the late night shows. However, their attempt to publicly blame the employee has created 10 times more public attention for the company and unfair scrutiny of their employee.
4 Steps To Service Recovery
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Top Service Recovery Screw-Ups Of All Time
#1 Lululemon – Every company goes through ups and downs. Lululemon had a bad 2013. The majority of their problems resulted from how they handled the original, forgivable mistake. The original mistake was producing yoga pants, costing around $100, which were too sheer when their Customers bent over.
#2 Spirit Airlines – Spirit Airlines who ranks consistently last in Customer satisfaction in the airline industry (which is hard to do), said “NO” to a 76-year-old Vietnam veteran and former Marine who tried to get his $197 back after learning his esophageal cancer was terminal and told by his doctor not to fly from Florida to Atlantic City.
#3 Ryanair – CEO says ‘stupid’ customers deserve to pay penalty fees
#4 Comcast – Cable company rep bullies Customer trying to cancel service
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