Is your organisation able to respond and recover a bad situation positively?
When companies do a very good job recovering after a bad experience, consumers are 63% less likely to lower their spending and they are more than 13 times more likely to increase their spending than if the company does a very poor job recovering*
Our Service Recovery workshop explains to employees why complaints should be welcomed, the opportunity it creates to fix recurrent issues and empower employees for first contact resolution, ultimately driving loyalty and increasing spend.
*temkin study
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