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How Emotional Judo Can Help You Take Control of Every Conflict
Falsely accused? Resist the urge to proclaim your innocence. It’s a situation most of us dread. You’re faced with an angry customer, boss, employee, or family …
Use Technology to Enhance Customer Experience
Smart service providers are using technology to delight customers, become more efficient when serving customers, and recover customer loyalty when things do go wrong.
11 steps towards a culture for service recovery
Leading organizations in many industries have sharpened service recovery into a potent competitive edge. They understand the power of effective recovery as a customer retaining and employee engaging technique.
Turn a Complaint into an Opportunity to Increase Customer Loyalty
When you cannot deliver the service you promised to your customer, what do you do?
How Emotional Judo Can Help You Take Control of Every Conflict
Falsely accused? Resist the urge to proclaim your innocence.
It’s a situation most of us dread. You’re faced with an angry customer, boss, employee, or family member. Something’s gone wrong and they’re about to tell you off. You can feel your blood pressure rising. What do you do?
Six Service Recovery Secrets to Help You Bounce Back Higher
Unhappy customers are opportunities, not hassles. Instead of looking at them as something you and your employees have to “deal” with, find ways to “bounce back” into unhappy customers’ good graces. Learn how several well-known businesses are already doing just that.
Mushroom Soup and Service Excellence
I recently stayed at the Banyan Tree resort in Macau. This was my first time staying with the 5-star Banyan Tree group. All I knew was that the Macau property is a high-rise urban resort in the city with modern living, unlike the other Banyan Tree resorts built with nature-filled living and relaxation. I expected to indulge and be pampered with service excellence – as I would in any other hotel of equal standing.
Diffuse An Exploding Client With Customer Service Excellence
When things go wrong, many customers get upset. Some blow up in anger. The next time your customer is ready to explode, use these five …
Forgetting Service Skills Puts High Loyalty At Risk
I am a loyal customer. My suppliers help me build my business and enjoy my busy life. I recommend them enthusiastically to others, buy from …
Settling The ‘Case’ To Improve Customer Experience
I wrestled with a computer manufacturer about a technical issue that required a simple solution. During the process, I made suggestions on how the company …
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