Service recovery

5 Steps to Extraordinary Service Recovery

My third retrospective installment comes from my book The New Gold Standard and looks at Service Recovery at The Ritz-Carlton Hotel Company: Customers are all too often surprised when businesses accept responsibility for breakdowns, thus providing a strategic advantage for those businesses that their admit faults.  John Fleming, Ph.D., Principal and Chief Scientist for Gallup…

View Post about 5 Steps to Extraordinary Service Recovery


The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article