7The Problem Solving Side of Knock Your Socks Off Service


Learning Objectives

By the end of this chapter, you should be able to:

• Use a six-step service recovery process to turn customer disappointment into delight.

• Deliver effective apologies to customers.

• Recognize the emotional state of disgruntled customers.

• Select the best people-fixing techniques for three emotional states customers may have.

• Use a four-step process for fair-fixing customer service problems.

• Use four proven techniques for calming Customers from Hell.®


Things don’t always work out right. It’s simply the law of averages. No matter how hard you try for ...

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