One of the reasons I'm interested in service recovery is because years ago I was working for the customer service line of a newspaper. When people missed their newspapers, I was the person they called. I understood the situation the same, whether they cursed at me or used a friendly tone of voice. I think it's important to be very clear about what the problem was, the inconvenience it caused you, what you are expecting them to do to recover -- but be kind in your behavior as well.
-Kristen DeTienne
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