Impeccable Recovery

Customer Experience Tip #1525

When someone is expressing disappointment with the service they’ve received, they are looking at — and sensing — your reactions. Are you concerned, disappointed, annoyed, frustrated, angry, empathetic, etc. And are you demonstrating any of these things for them (the customer) … or for your own team? Choose empathy … for the customer. That’s what is needed most in that moment.

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