Is it really enough to provide good, or even very good, customer service? When your organization treats service recovery as just another refund, it misses a valuable growth opportunity. Excellent service recovery turns people with a poor experience into your biggest brand advocates. During this podcast episode, Dr. Pilcher describes the 4 steps to customer recovery.
This episode addresses questions, such as:
- What is the difference between good service recovery and excellent service recovery?
- What steps can you take to recover from a bad customer experience?
- How can your organization own a customer complaint, gain insight to improve, and keep its reputation intact?