Comments on: Service Recovery Made Easy http://www.marksanborn.com/blog/service-recovery-made-easy/ Sanborn and Associates Fri, 30 Jul 2010 23:45:42 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Eugene http://www.marksanborn.com/blog/service-recovery-made-easy/comment-page-1/#comment-1450 Eugene Thu, 18 Feb 2010 16:01:04 +0000 http://www.marksanborn.com/blog/?p=605#comment-1450 Mark, That is what we call " not paying attention on small things" which are key when you do business. Great idea to track customer on line for feedback. Next time try another store and you will feel happy same as your familly. Mark,

That is what we call ” not paying attention on small things” which are key when you do business. Great idea to track customer on line for feedback. Next time try another store and you will feel happy same as your familly.

]]> By: Marty Grunder http://www.marksanborn.com/blog/service-recovery-made-easy/comment-page-1/#comment-1390 Marty Grunder Wed, 27 Jan 2010 15:26:23 +0000 http://www.marksanborn.com/blog/?p=605#comment-1390 Great points Mark. You story/experience also proves that the companies that truly 'get' customer service stand out even more. Keep up the good writings, I enjoy them and so does my team. Great points Mark. You story/experience also proves that the companies that truly ‘get’ customer service stand out even more. Keep up the good writings, I enjoy them and so does my team.

]]> By: Dennis Snow http://www.marksanborn.com/blog/service-recovery-made-easy/comment-page-1/#comment-1378 Dennis Snow Mon, 18 Jan 2010 23:15:56 +0000 http://www.marksanborn.com/blog/?p=605#comment-1378 Instead of what I call the fruit basket approach (a one size fits all service recovery strategy), a big part of a successful service recovery approach is hiring employees who truly care when a mistake is made or when a customer is unhappy. Hiring customer facing employees who have the "empathy gene" is well worth the investment in the time it takes to uncover what makes the job applicant tick. With the large number of people applying for the small number of jobs available, there is no excuse for shortchanging the hiring process. All the best, Dennis Instead of what I call the fruit basket approach (a one size fits all service recovery strategy), a big part of a successful service recovery approach is hiring employees who truly care when a mistake is made or when a customer is unhappy.

Hiring customer facing employees who have the “empathy gene” is well worth the investment in the time it takes to uncover what makes the job applicant tick. With the large number of people applying for the small number of jobs available, there is no excuse for shortchanging the hiring process.

All the best,

Dennis

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