Negative stakeholder feedback is a valuable gift for improvement.
Despite best efforts, sometimes we fail at providing the outstanding service our customers deserve. During these times, a service recovery process can turn a negative customer experience into an opportunity to satisfy the individual and for the organization to improve. Using a real-life example, Dr. Pilcher identifies six actions to sincere service recovery your customers will thank you for.
This episode addresses questions, such as:
- How can organizations recover from less than outstanding service?
- What are the best practices of high-level service recovery?
- How can we use customer feedback as a training opportunity for the organization?
One bad experience is all it takes for some customers to churn. According to the 2017 Customer Service Barometer, 33% of Americans say they'll consider switching companies after just a single instance of poor service, and more than half have scrapped a planned purchase or transaction because of bad service.
Service Excellence Self-Assessment
Building excellent customer service habits can be a challenge for teams and organizations. Those who succeed in establishing service practices that exceed expectations gain loyal customers who will recommend the organization to others.