CHAPTER 18

Service Recovery That Really Works

Whatever the situation, you are best served when you apply the operational values defined and prioritized in part I of this book.

A best-in-class organization does this for everyone who has an impact on its customers. That’s plan A. But what happens when your customer’s experience doesn’t go according to plan?

Unfortunately, no one will ever live in a perfect world. No matter how proactive you are, or how strong and integrated your service nets are, everyone occasionally makes mistakes. And then, the natural consequence of handling service recovery poorly would be other negative effects on your customers ...

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