212. How to Recover From a Customer Service Mistake the Right Way | Stacy Sherman
About this episode
Stacy Sherman discusses the importance of effective customer service recovery and the emotional factors that influence customer loyalty.
Imagine you are enjoying dinner at a high-end restaurant, almost finished with the appetizer, when you notice a long strand of hair mixed into the food. What would you expect the restaurant to do? Well, this really happened. In this solo episode of Doing CX Right, host Stacy Sherman shares that experience, plus a second restaurant mistake that led to a very different outcome. Both businesses had a chance to recover, but only one response made her feel taken care of and more willing to forgive. Stacy explains why the moments after a service issue can matter more than the issue itself, and why correcting the problem is not the same as making it right. She also connects both stories to Qualtrics XM Institute research, featured in episode 210 with Isabelle Zdatny, showing how customer emotion influences forgiveness, trust, recommendations, and loyalty. This episode helps leaders rethink service recovery as a customer retention strategy, not a simple correction. What You Will Learn Why correcting a mistake and making it right are two different actions. What Qualtrics research reveals about the business impact of emotion when an experience does not go as expected. Why the memory…
More episodes of Doing Customer eXperience Right In The AI Era | Stacy Sherman
- 221. Customer Service Fatigue: How To Prevent and Stop It (Replay) | Laurie Guest
- 220. How To Use AI The Right Way Without Removing Human Judgment | Deb Ashton
- 219. Transforming Customer Service from Ordinary to Exceptional (Replay) | Mark Sanborn
- 218. How To Prove Customer Service Is Actually A Revenue Driver | Lisa Oswald
- 217. Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service | Josh Bersin (Replay)
- 216. How to Serve Customers Faster, Better, and Smarter at Scale | Alvin Stokes
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