service recovery strategies Archives - Shep Hyken | Customer Service Expert

service recovery for customer complaints

There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. For those that haven’t been following, the five steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency. (more…)

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