Customer Service – The Power of One

CategoriesPeople, ProcessPosted on 0 comments on Customer Service – The Power of One
When we do any customer experience or customer service management consulting with a large organization, we tend to deal with decision makers, COOs, senior management folks and all that. The good thing about this is that it does mean that the organization is serious about CX. Senior management is bus…
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Failure is unavoidable. Service Recovery is mandatory.

CategoriesProcessPosted on 0 comments on Failure is unavoidable. Service Recovery is mandatory.
Not matter how rehearsed and optimized your sales and support¬†processes and operations are, there will be the occasional lapse in service delivery. The best restaurant is going to burn a meal or a six-star hotel may still mess up a reservation. While it is important to ensure people and processes mi…
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