John Tschohl, an international service strategist and speaker was described by Time and Entrepreneur magazines as a customer service guru. Recently, he wrote an article called What to do when you’ve made a mistake? that appeared on 4Hoteliers.com. Worth the read, John Tschohl states that there are four techniques for providing quality service recovery:
1. Act Quickly.
2. Take responsibility.
3. Be empowered.
4. Compensate.
To learn more about these techniques please see John Tschohl’s article: What to do when you’ve made a mistake?
