Easing Out Of A Problem
Just a quick ‘follow up’ to my blog article about easyJet last week. Joanne in The Customer Experience Team there has done a wonderful job in sorting out my problems. Prompt, personal and effective, she’s gone a long way to restoring my faith in easyJet.
I know things go wrong. It’s how we fix them that makes the impression on our customers. It’s the concept of ‘disappointment to devotion’. How equipped are your people to spot and deal with ‘disappointment’?
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