Customer Service: Is It a Service of the Past?

What Does Inconsistent Customer Service Cost a Company in the Age of Social Media?

Day 4 – Part 8 - Service Recovery Matters

My own experience also demonstrated something businesses sometimes overlook: a bad interaction does not necessarily have to remain a bad experience.

The employee who ultimately helped me could not undo the first interaction.

But she could influence what happened next.

She listened.

She apologized.

She corrected the problem.

She provided information.

She offered a gesture of goodwill.

Most importantly, she treated my concern as though it mattered.

That is service recovery.

And sometimes a company's response to a problem tells customers more about its culture than a flawless transaction ever could.

Leaders ask Yourself and provide your Thoughts as it pertains to your organization.

1.     When something goes wrong, are employees trained and empowered to turn a disappointed customer into one who feels heard, respected, and valued?

2.     Does your organization measure only whether a complaint was resolved—or whether the customer's confidence in the business was restored?