Mistakes are to be expected in service situations, 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. The statistics below show just how important company reactions are to service loyalty. 

In our ProSo world, we live and breathe improving customer experiences.  It's the foundation of our business, supports every effort, and is at the core of every service we provide.  Truth be told- it's a bit of a thorn in our sides because we can't just be a "normal" customer in our day-to-day lives.  Every time we are the customer (and not on the ProSo clock), we over analyze and evaluate the experience.  We constantly think of what was done right, what could be done better, and more. This means our team is the perfect resource for creating a customer loyalty cheat sheet.  So here I present to you what a company can do to sell us and keep us coming back for more...