L to R: Betsy, Katie, Cindy, Jana, Dana, Poppie, Jessica, and Michelle
08/16/16 – Mistakes are to be expected in service situations, 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. The statistics below show just how important company reactions are to service loyalty.