How to make customers happy that you screwed up

In his second blog post on customer service, Jesse Lipson says excellent customer service requires more than just solving a customer’s problem. The real challenge — and the key to building loyalty — is making a customer happier than they would have been if the problem had never occurred. And the key to that is empowering employees to go above and beyond.

“A huge component of excellent problem resolution is empowering your employees to solve customer problems, no matter the cost,” Lipson writes. “Many employees fear getting into trouble for giving too much away to a customer, so they are stingy with their service.”

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