Companies should be alert to the fact that speed in service is everything! And customer service is not only social, it's mobile, and apps will continue to be created to help consumers better deal with a company, when that company makes things difficult.
I am amazed, however, at how many people—from frontline employees to senior executives—do not understand service recovery. If you don’t understand it, you can’t provide it. Here is a real example of service recovery in action.
Customers who have complaints are a blessing in disguise. They are letting you know where you and your organization have flaws—and providing you with the opportunity to correct them. When you do, you will realize increased customer loyalty, revenues, and profits. It’s a win/win situation.
Businesses are depending on technology and a hands-off approach to customer service. However, consumers want support and help from a real person. Don't ignore the human touch in your business.
Don't turn to outsiders or the newest, up-and-coming business expert to solve money issues with your company. Start by asking your employees what they think. It will save money and improve morale.
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