The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
WSJ Article on Service Recovery
Monday - September 22, 2008 01:58 PM in
by Peter Leppik
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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