Posts Tagged ‘service failure’

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Service Recovery: How Not to Do It

Posted by Mark Sanborn in Encore Effect, Observations on December 30th, 2010.

Tags: compensation, customer, customer commitment, customer loyalty, customer service, mistakes, phone company, phone service, service failure, service recovery

Good Service is still better than a Good Reminder

Posted by Mark Sanborn in Observations, Training & Development on August 18th, 2010.

Tags: apologizes, customer service, lessons, service, service failure

Tipping the Customer Service Scale

Posted by Mark Sanborn in Uncategorized on April 15th, 2010.

Tags: customer service, loyalty, service, service failure, service mistakes, value

Easier Said than Done

Posted by Mark Sanborn in Encore Effect, Observations, Training & Development on November 4th, 2009.

Tags: aspirations, disconnects, easier said than done, service failure

Service Silliness

Posted by Mark Sanborn in Observations on January 27th, 2009.

Tags: customer service, service failure, service silliness

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