It is no secret that when you are working in the customer service industry, bad things happen. We make mistakes. To just say, "I'm sorry," is good customer service. Service recovery is when you go a step further. John Tschohl teaches four steps in the "Loyal for Life" program. Read on to learn this steps to start cultivating customers that will be loyal to your company for life.
Use Service Recovery and differentiate your company. Every employee needs to master the 4 skills of Service Recovery to keep loyal over happy customers. John Tschohl discusses these 4 skills that are needed and gives examples of why some businesses have failed while others succeed.
According to a 2012 report by Echo Research, â€œtwo thirds of consumers state that they are willing to spend more with a company they believe provides excellent customer service.â€ Conversely, the report states, â€œover half of consumers have intended to conduct a business transaction or make a purchase, but decided not to based on a poor service experience.â€ The simple truth is that customer service affects the bottom line and business managers can no longer afford to ignore the roll of the customer experience.
Find out the fours steps to Customer Service Recovery. These are essential to keep loyal, over happy customers.
I am amazed, however, at how many peopleâ€”from frontline employees to senior executivesâ€”do not understand service recovery. If you donâ€™t understand it, you canâ€™t provide it. Here is a real example of service recovery in action.
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