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Service Recovery

Are Your Customer Service Recoveries Really Recoveries?

By Bill Hogg on March 8, 2010

Recently my wife picked up dinner for 4 on the way home from work. We had ordered online from Swiss Chalet (Canadian Rotisserie chicken franchise). Swiss Chalet is known for their dipping sauce, which is included with every signature meal.

When she arrived home, we discovered that the “special sauce” was not included in the order.

I called the order desk to report this lapse and the conversation went something like this.

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Technology

Customer service and Twitter

By Dennis Snow on March 11, 2010

The popular notion stating that if a customer receives poor service, he/she will tell nine other people, has been grossly out of date since the advent of the Internet. In reality, customers can electronically tell millions of people about their experiences. And now, with Twitter, people can tell others about their experiences as they happen.

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Feedback

How to get amazing online reviews from your customers

By Kevin Stirtz on February 24, 2010

More and more customers are going online before AND after they do business with a company. They’re getting smart about using online tools to make the best decision about who they do business with.

To thrive in this new world of connected customers you need to do more than ever to make sure your customers get the experience they want. If you do this well you can leverage the power of online feedback and reviews to grow your business. If you fail at this, the online chatter about your business can tarnish your reputation both online and off.

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