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. 

Again, 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!

If 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

When 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?

I recently selected an airline that I had never flown before, and to my surprise, if possible, will never fly again. The overall feeling I had about my experience with this airline was not just about money, it was the way they made me "feel" about how they choose to do business. Just my efforts to check in to my flight was made difficult. Instead of just letting me check in, I had to sign up for their frequent flier program, regardless if I wanted to or not. Also, their website was not user-friendly. I learned while checking my bag in at the airport the day of my flight, had I checked the bag in online, the charge would have been about half cost and every bag gets a charge. Where is the customer care in that, especially when the website didn't navigate easily? They boldly, proudly, and in a condescending manner, said, "Do not give us 'that look' when the beverage cart comes around, and we charge you for water, because this airlines charges for everything." Interestingly, after this announcement, the two people sitting in my row both said they were warned by their friends not to fly this airline. 

All of this got me thinking about how many people on that flight felt like my row felt, and would they complain or just leave without comment? How dangerous for a company to have this large of a disconnect with their customers. My choice was to comment, which I hope informs this airline of my experience, however, sadly most will not complain to the company, but they will tell many about their poor experience.