When Things Go Wrong: Winning Customer Loyalty Through Service Recovery

In this episode, Dr. Joseph Michelli discusses the art of service recovery, drawing from his insights in "The New Gold Standard" and the exemplary practices of The Ritz-Carlton Hotel Company. He explains how effective recovery strategies can transform customer mishaps into opportunities for building loyalty and trust. Key tactics include swift acknowledgment and apology, empowering employees to act, maintaining transparency, and going beyond simple compensation to genuinely address customer needs. Michelli emphasizes service recovery is about turning each challenge into a chance to demonstrate the company’s commitment to exceptional service.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!