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Improve Customer Service by Recovering From Mistakes Gracefully

Wednesday, May 25, 2011

Recovery means making good on a mistake. No matter how hard you try, you - or the company you work for - can make an error. Think of a mistake as an opportunity to regain your customer's loyalty. In fact, customers who have a problem that gets resolved are actually more loyal than those who never had a problem at all. The following are ways you can increase the probability that a customer will be forgiving.


When you apologize, you are recognizing that a customer is dissatisfied.

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