A Service Mistake Can Be a Fantastic Win

A Service Mistake Can Be a Fantastic Win

It’s ironic that if a business screws a customer over with a mistake and recovers well, customer loyalty is stronger than if the service OOPS! was never made at all. Sure, the customer is upset with the mistake at first, but they quickly forget about it if a WOW! recovery is made leaving them surprised and breathless.

In this episode Roy outlines the Moves he made to develop a winning Service Strategy enroute to A $BILLION including a Recovery element designed to handle service mishaps which ALWAYS happen in any business because perfection in customer service is an elusive target.

He presents his ‘formula’ for Service Recovery designed to transform a service nightmare into a service WIN!

Episoder(129)

Hire Right; Execute Well

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Hire Right; Execute WellStrategy execution requires people who CARE about people.Amazing customer experiences happen when someone “takes care” of someone.In this episode we break down the challenge of...

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Satisfy CRAVINGS not Needs

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Killing Dumb Rules

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Most organizations employ rules, policies and procedures to CONTROL the customer engagement process. This approach does nothing to create and build customer loyalty; in fact the opposite occurs. Custo...

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Today, every business fights to claim they’re “better” or “the best” or “Number One” in the marketplace. But this type of attempted differentiation is mere CLAPTRAP.They mean nothing to a person who w...

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Practical Leadership Insights For Success

Practical Leadership Insights For Success

“Unlock the secrets to becoming an impactful leader with our special guest, Roy Osing, a veteran business leader with a proven track record of success. Discover how to truly differentiate your organiz...

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