L to R: Dana, Jana, Cindy, Katie, Betsy, Jessica (retired!), Poppie, and Michelle (Not pictured: Jennifer)
2/28/18 – I returned recently from a cruise where so many mistakes were made, I decided to revisit this topic. Mistakes are to be expected, I get that, but knowing how to recover an angry or frustrated customer into a loyal customer is a learned art. A Customer Focused Attitude is critical for successful service recovery. Employees need to be trained to anticipate and identify potential problems, as well as have the experience to make decisions and to deliver skillful solutions to customer problems.
All customer problems are opportunities to win over their loyalty. Most of us know that 80% of dissatisfied customers tell 10 people and ~20% of dissatisfied customers tell 20 people? You don't want this negative publicity! So as soon as it is apparent that your customer is upset or that there is a problem, it is absolutely necessary to deal with the situation ASAP. Attention and awareness can eliminate most issues.