shephyken, Author at Shep Hyken | Customer Service Expert

Customer Service Is Putting Out Fires - Start Fireproofing

This article answers the question: How should companies prepare for customer service failures and complaints? Answer: Companies should prepare for customer service failures by training frontline employees, monitoring recurring complaints, and creating consistent recovery processes that turn problems into trust-building experiences. I am a very optimistic guy, so it might surprise you that I’m writing an article about failure. However, in the CX world, failure is inevitable. No company or person is perfect, although it’s a lofty goal. There will be complaints and problems. Perfection is not reality. (more…)

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