Whenever a customer experiences an actual or perceived breakdown in service,
prompt, appropriate recovery efforts may be your only hope of retaining the customer.
In a profession that has seen major strides in quality and technology as well
as increased domestic and global competition, service is often the deciding factor.
Customers expect and often demand their rights and to be treated in an exemplary
fashion. When they are disappointed, they simply go elsewhere. Your role in the
process is to remain vigilant, recognize customer needs, and provide service levels
that will keep them coming back.
