Customer service recovery is the ability to recover from a mishap with a client, to recover so successfully that you actually may improve relations with that client. This involves several steps which ...
In the world of customer service, we often encounter an intriguing concept known as the service recovery paradox. When customers come to you with a problem, they're often upset and on edge. It's a ...
Hart, C., J. Heskett, and W. Earl Sasser. "The Profitable Art of Service Recovery." Harvard Business Review 68, no. 4 (July–August 1990): 148–156.
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