The Customer Service Survey

WSJ Article on Service Recovery

by Peter Leppik on Mon, 2008-09-22 01:00

There's a lengthy article in today's Wall Street Journal about Service Recovery: the art of turning customer service mistakes into graceful saves (the free link should work for a week or so).

There's nothing there which won't be news to people familiar with research into customer service: a graceful save can lead to more satisfied customers than not having a problem in the first place; customers, managers, and employees all have conflicting goals in customer service.

It's worth reading as a good summary.

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