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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Micah Solomon, Leonardo Inghilleri

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CHAPTER FOURRecovery!

Turning Service Failures Around

Breakdowns in service are unavoidable. An ice storm forces you to miss a customer’s shipping deadline. A waiter drops a tray in a customer’s lap. A computer system goes down. A key person walks out on you with no notice—on the only day you couldn’t possibly arrange coverage.

All of this, potentially, is good news.

Service breakdowns are uncomfortable, and they require training to resolve. But you’ll find an opportunity hidden inside your company’s worst moments: the opportunity to bring a customer closer to you. Indeed, you can learn to handle service breakdowns so masterfully that they actually help you to create loyal customers. Our method is outlined below.

The Italian Mama Method

The archetype ...

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