For Service Recovery
Service Recovery and Handling Irate Customers
Every organization makes mistakes daily. Things go wrong and bad stuff happens no matter how committed we are to great service.
When this happens, the frontline employee often takes the brunt of your customer’s wrath. Not every customer is nice and often uses derogatory language. When things blow up the customer can get very excited and their tone of voice changes dramatically, setting the stage for an unpleasant encounter.
Tips for Providing Quality Service Recovery
I went on a flight last week and you wouldn't believe the service recovery I recieved from my airlines.
Who is the Most Customer Driven Firm in the World?
The Power of a Service Guarantee.
Every year I share results from Northeast Delta Dental. They provide dental insurance in Vermont, Maine and New Hampshire, three small U.S. states with a population of 600,412, 1, 292,816 and 1,330, 600 respectively for a total population of 3, 223,828
Who Will Uber & Lyft Put Out of Business
How hitchin' a ride with these guys may just put taxis out of business.
What is Financial Impact of Online Hotel Reviews?
The Wall Street Journal, on November 19th, had a valuable article on the financial impact of Online Hotel Reviews.
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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? 
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Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator. 