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‘Good service is not just about delivering on the day to day bits, but about service recovery when things go wrong.’
Great companies have great processes to recover from a poor or even slightly less that excellent customer experience.
What ordinary brands/companies don’t realise is that recovering well from such an experience increases the customer loyalty to that brand and increases the likelihood of repurchase and as importantly endorsement and recommendation.
Alan_tbt
No, because they have acknowledged the problems, offered a solution and been gracious about the whole thing. Rather than repeatedly fuck up, inconvenience me and make me pick up the tab for their errors.
Good service is not just about delivering on the day to day bits, but about service recovery when things go wrong. So very very different.
And it’s joyous knowing I have you following me around from thread to thread. Your life is clearly so fulfilled.