Righting Wrongs: Triumphing Through Service Recovery
Grace Evelyn Henderson
Jaroslav Zdanovic · DI pasakotojas: Cole (iš „Google“)
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Through a series of compelling real-life stories and insightful analysis, readers are taken on a journey to understand how to triumph over wrongs experienced in the realm of customer service. From dealing with subpar product quality to facing unresolved complaints, the book discusses the myriad challenges customers often face. However, it doesn't stop at merely highlighting these issues. Instead, the author provides a step-by-step guide on how to effectively recover from service failures, making it a precious resource for both consumers and service providers alike. With practical tips, techniques, and best practices, readers will gain the necessary tools to navigate and resolve conflicts, aiming to strengthen relationships between businesses and their valued customers. Highlighting the importance of empathy, understanding, and effective communication, this book serves as an invaluable roadmap to not only fix wrongs but also exceed customer expectations. Inspired by remarkable success stories, this empowering read enables readers to learn firsthand how service recovery can not only rectify past mistakes but also foster a renewed sense of trust and loyalty. Whether you are a business owner intent on improving customer satisfaction or an individual searching for ways to navigate difficult service experiences, this book is an essential toolbox that illuminates the transformative potential of righting wrongs through service recovery.
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