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.
I went on a flight last week and you wouldn't believe the service recovery I recieved from my airlines.
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
How hitchin' a ride with these guys may just put taxis out of business.
The Wall Street Journal, on November 19th, had a valuable article on the financial impact of Online Hotel Reviews.
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