Service Recovery tagged posts

Calm First, Customers Second

December 15, 2021 Emotional Intelligence

The next time anyone in your life has a complaint consider it a gift.  For every customer who does complain there are 26 other customers who will remain silent.  Ignoring or avoiding customer (or employee) feedback not only pushes the conversations underground, but also escalates them to a higher level each time they repeat (and therefore re-experience) their dissatisfaction...

Read More