Introduction
  • Introduction
Customers Want Help
  • Helplessness
  • Major Keys to Help Customers
Major Keys to Delivering Bad News
  • Be Clear and Unequivocal
  • Acknowledge Concern
  • Be Open to and Encourage Questions
  • Offer Alternatives
Practical Communicate with Customer
  • Face-to-Face
  • Over the Phone
  • By Text or Chat
  • Via Email
Theory Behind <==> Service Breakdowns and Recovery
  • Implementing a Service Recovery Strategy