How to Turn an Angry Customer into a Happy One in 60 Seconds

Everyone makes mistakes, even leading companies. How employees correct these mistakes is what distinguishes service leaders from everyone else. Compensation is more than an apology. Compensation means giving the customer something valuable and thereby showing that he or she is truly important to you. Satisfied and loyal customers will not only stay with you, but will also advertise your products to everyone around. In this book, John Tscholl, a recognized guru in the field of service, gives specific recommendations and examples of how to create a compensation system in your company aimed at forming customer loyalty.

The book is intended for sales specialists, customer service department employees and anyone who strives to provide quality service.

Key concepts
loyalty and satisfaction, service quality, sales, consumer protection, quality management, service organization management