If you want to see great customer service recovery in action, watch closely as a manager at a Four Seasons hotel fields a complaint from an unhappy guest. However, the goal in customer service recovery is not to achieve balance–a meeting in the middle–between the employee and customer perspectives. When you achieve this, when you manage to see things from the customer’s perspective, you’ll be most fully able to assist the customer. ****If you’re interested in reading more about customer service recovery, I have a (free) point-by-point customer service recovery process I can send your way: my proprietary AWARE (Acknowledge-Widen-Agree-Restate-Evaluate) method. If you’d like a printout of the AWARE method of customer service recovery, to guide your interactions with customers, please let me know and I’ll hook you up right away.

Source: Forbes May 10, 2018 15:54 UTC