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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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Service Recovery: TheArt of Damage Control

We all know about customer service. Those of us who are in this industry normally are the ones who genuinely want to help the customer. It’s sort of a “high” for us when things go right. But what happens when it all goes wrong? Downhill? How do you recover?

Service recovery is simply the art of damage control, and every industry has damage control. Think about Hollywood. Poor Tom Cruise: he said something bad about Brooke Shields and everyone was out to get him. The PR team went into damage control big time.

And what about when things happen in government? Big time damage control shifts into gear.

And so it must when customer service goes wrong. Think damage control. What can we do over and above in ...

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