A Great Example of Turning a Complaint into an Opportunity


Do you see customer complaints as problems? Or as opportunities? No matter how hard we try, mistakes will happen. What’s important is preparing and training your team to respond appropriately. I have long recommended the 5 Step Service Recovery Process:

  1. Acknowledge the problem
  2. Apologize
  3. Fix it
  4. Have ownership of the problem
  5. Act with urgency

I recently heard an incredible story that illustrated this process. Listen to it in this week’s video!

Shep Hyken

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to hyken.com.