In the last several years, the rules have changed... and many organizations have begun intimate transformations toward the art of recovering a customer. The focus has been altered from just writing down service standards/philosophies to making these standards/philosophies come alive, for all associates at all levels. We now must ask ourselves what can Customer Recovery do for us, and more importantly, what can we do for our customers?
Participants Will Acquire:
- Why you want your customers to complain
- What to do after the customers are gone
- Just what behaviors and actions derive in recovering a customer
- What culture changes need to occur to foster customer recovery
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