Tag: customer satisfaction
5 Steps for Helping Irate Customers Keep Their Cool
Even when customers are irate, companies have another chance to make things right. Irate customers are asking for the relationship to be salvaged -- if they didn’t still want something from the company they’d just... Continue reading
An Example of Successful Service Recovery: A Real Apology
Sister had taken on the responsibility of ordering a big basket of goodies from Zingerman’s, the famous Ann Arbor deli and emporium, as part of the confab and celebration of Parents’ anniversary. Unfortunately, the shipment... Continue reading
Most Dissatisfied Customers Don’t Complain — Including Me
I had an important presentation to make and needed to be compelling, persuasive -- and although the clothes don't make the consultant, they can add to or detract from both presence and self-image. I found... Continue reading