Uplifting Blog

Category: Service Recovery & Guarantees

Total Recovery = Customer Delight = Customer Service Quality

Douglas, an elected delegate at the Democratic National Convention in the United States, dropped his Handspring Visor personal digital assistant (PDA) onto the stone floor …

Laundry Unlimited ‘Bounces Back’ To Improve Customer Loyalty

When you want to improve customer loyalty, turn bad situations to your advantage. If things go wrong, step up to the plate to fix them. …

Preserve The Loyalty You Deserve With Customer Service Excellence

My video duplication company has been a reliable and responsive supplier demonstrating customer service excellence through the years. They should be – I have spent …

Saying ‘Sorry’ Isn’t Always Enough To Improve Service Quality

I lost my mobile telephone. The telephone company told me to file a police report and then come down to their office to buy a …

Focus On Client Recovery First, System Recovery Second To Improve Customer Experience

When negative issues arise in the course of doing business, it’s important to focus initially on helping the client recover. When you work to improve …

When Service Goes Wrong, Bounce Back to Improve Customer Loyalty!

We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and, …

How to Turn an Airline Flight Delay into Customer Loyalty

Seven best practices for service recovery

Each time a flight is cancelled, it’s an opportunity to irritate 300 captive customers–but it’s also a chance to turn them into understanding, passionate loyalists and recommenders.

3 Simple Steps to Recovering Positive Customer Experience

A client recently asked: “When we make a mistake or fall short of a client expectation, how do we go beyond just fixing the problem and recover “the great customer experience” we worked so hard to create?”
This is an important question as clients and customers have a choice of products and services, and an ever increasing voice in the market of social opinions. A successful and creative recovery can be a unique pivot point in a customer relationship, actually building greater loyalty.

Growing Your Business with Service Recovery

No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, one angry customer can leave a lasting stain on your reputation. Your recovery policy and practices should be ready.

1. Get senior management support. Unlike routine aspects of business, service recovery requires acknowledging mistakes and doing whatever it takes to recover. This often means going outside normal procedures, deliberately bending the rules, and possibly spending money in the process. Therefore, this building block needs understanding and encouragement from the top.

How to Uplift Angry Customers

Occasionally, into each life, a little rain must fall… in this case, the “rain” is an unhappy customer; this isn’t an “if”, it is a when. When you are in business, and you deal with customers, be it internal customers (employees), external customers (paying customers and clients), or your service partners (distributors, vendors, etc) – eventually someone will feel unheard, uncared for, or mistreated. Should this unhappy customer ruin your day? Quite to the contrary… if this person takes the time, energy, and effort to speak up and air their grievances – you owe them a huge debt of gratitude.

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Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.