Narms Conference 2010 - Tampa
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Narms Conference 2010 - Tampa

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Narms Conference 2010 - Tampa Narms Conference 2010 - Tampa Presentation Transcript

  •  
  • “ Do I have your attention now?”
  • Customer Recovery Strategy for WOWing a Customer You Can’t Afford to Lose
    • Go for “WOW”
    • Apologize when things go wrong
    • Proactively respond before customers complain (“Golden Rules” behaviors)
    • Explain what happened and what you’re doing about it
    • Rectify the problem
  • Zane’s Strives for 7 WOWs
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  • Apologizing at American Airlines
  • “ Golden Rules” Behavior at Southwest Airlines & Nordstrom’s
    • Southwest’s “Chief Apology Officer”
    • Always think: (Nordstrom’s)
      • How will it affect my customer? If I were the customer, how would I feel?
      • Do what’s right for the customer and you have done what is right for the organization
  • Click to add title Explain what happened and what you’re doing about it .
  • Q & A
    • Email me at [email_address] for
    • Additional questions not answered today
    • For a copy of today’s presentation
    • Blog: www.customerservicetraining.biz
    • Web: www.MyraGolden.com
    • Twitter: www.twitter.com/MyraGolden