The service recovery paradox

The good news about dealing with difficult customers is that, if you do a good job, you can more than make up for the issue that started it all. The service recovery paradox states that, in every customer service failure, there’s an opportunity to transform rude customers into loyal patrons. So, you can actually benefit from higher customer satisfaction levels than you would have if nothing went wrong.

TIL. I found this through an insightful article by Elizabeth Wellington on the Help Scout blog that provides tips on how to deal with difficult customers in real world situations.

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Bibiano Wenceslao

SaaS customer support & success. Automation & workflows. QA testing. Work-from-home dad.