5 Steps To Better Service Recovery: REACT

Posted by Jana Love

Feb 27, 2018 9:03:00 AM


I returned recently from a cruise where so many mistakes were made, I decided to revisit this topic. Mistakes are to be expected, I get that, but knowing how to recover an angry or frustrated customer into a loyal customer is a learned art. A Customer Focused Attitude is critical for successful service recovery. Employees need to be trained to anticipate and identify potential problems, as well as have the experience to make decisions and to deliver skillful solutions to customer problems. 

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Topics: Problem Resolution, Difficult Situations, Customer Complaints

ProTip: Bad Attitudes Are Contagious, but You Can Be Immune

Posted by Michelle Nitchie

Feb 7, 2017 9:04:00 AM

Angry Cat.jpgAgain, bad attitudes are contagious.  If the people closest to us, including family, friends, and coworkers, have negative attitudes, you may "catch" one as well.

Just remember, you don't have to get upset if someone is trying to make you upset.  You can choose to stay happy and upbeat.  I like to think of this as wearing a bulletproof vest.  People can fire negativity at me all they want.  But if you remember that it is their issue, not yours, it should bounce right off you.

- Tabatha Coffey, Own It!

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Topics: Managing Stress, Self Improvement, Customer Complaints

ProTip: One Simple Step to Better Solutions

Posted by Michelle Nitchie

Oct 25, 2016 9:04:00 AM

Problems and Solutions.jpgIf you can, take your time in developing a solution.  A number of studies have suggested that often, the second or third solution you come up with is best.  When possible, suggest multiple solutions to the customer, saving the one you think will work best for last.

- Roy Barnes and Bob Kelleher, Customer Experience for Dummies

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Topics: Business Skills, Customer Service, Customer Experience, Problem Resolution, Customer Complaints

ProTip: Search for the Best in Your "Worst" Customers

Posted by Michelle Nitchie

Jul 2, 2015 10:00:00 AM

Search_Magnifying_GlassWhen you look for the positive qualities of your challenging customer, you increase your ability to connect with that customer and enjoy your time together.  How you think about your customers influences how you respond to them.  When you begin noticing the positive qualities, your clients will start responding to your differently, because how you act is determined by how you think.

- Marilyn Suttle and Lori Jo Vest, Who's Your Gladys?

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Topics: Business Skills, Customer Experience, Problem Resolution, Managing Stress, Difficult Situations, Customer Complaints

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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