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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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28The Axioms of Service Recovery

“Customers with problems have to go through a healing process before they can move on. The goal is to get the customer to say, “I’m really not happy about what happened, but I can’t thank you enough for the support you provided to get me through it.”

—Leo ColborneVice President, Global Tech SupportEMC Corporation

Customers have recovery expectations, just as they have expectations of normal service. Some of those are easy to guess at: Fix the problem, be quick about it, and show a little empathy for my inconvenience. Other customer expectations are less obvious and more subtle.

The six-step process of Chapter 27 rests on five axioms—five basic ideas about recovery—that come from what experts tell us customers ...

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