Customer Service Recovery: What Hospitality Really Looks Like When Something Goes Wrong
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Customer Service Recovery: What Hospitality Really Looks Like When Something Goes Wrong
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Most businesses think hospitality is about doing everything right. Jennifer Swineford makes the case that it shows up most clearly when things go wrong.
In this episode, Jennifer explains why a mistake, handled well, can build more trust and loyalty than if nothing had ever gone wrong in the first place.
She breaks down the three ways most businesses botch a recovery, and replaces them with a three-step repair process. She also digs into why owning a mistake feels so hard in the first place, and makes the case that grace and accountability aren't opposites.
You'll walk away with:
- Why a mistake, handled well, can build more trust and loyalty than if nothing had gone wrong at all
- The three most common ways businesses botch a recovery, and why each one protects the business instead of the customer
- A simple three-step repair: name it, own it without a "but," and fix the future
- Why customers don't expect perfection, and what they're really watching for instead
- How the same three steps work with a team, not just with customers
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Learn about Unreasonable Hospitality workshops at LimitlessImpactAgency.com