7The Problem Solving Side of Knock Your Socks Off Service
Learning Objectives
By the end of this chapter, you should be able to:
• Use a six-step service recovery process to turn customer disappointment into delight.
• Deliver effective apologies to customers.
• Recognize the emotional state of disgruntled customers.
• Select the best people-fixing techniques for three emotional states customers may have.
• Use a four-step process for fair-fixing customer service problems.
• Use four proven techniques for calming Customers from Hell.®
INTRODUCTION
Things don’t always work out right. It’s simply the law of averages. No matter how hard you try for ...
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