Recovering Difficult Customers

One of the hardest challenges customer service staff face is dealing with difficult customers. Sometimes customers have a legitimate reason to be upset and sometimes they don’t. In either case, customer service staff needs to be prepared for dealing with difficult customers and finding ways to win them back.
Customer recovery is the action a company takes in response to a service failure, in an effort to convert previously dissatisfied customers into loyal ones. Successful companies have a process that not only mitigates incoming customer complaints, but also make the customer feel really good about the experience