Kristen DeTienne Quotations
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Behavior Quotes
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.
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Bouquet Quotes
Tangible is what the company does to appease customers, and psychological is how they do it. For example, we had a student who paid for flowers to be delivered on Mother's Day. By accident, the flowers weren't delivered. The florist profusely apologized for the oversight -- that was the psychological. Then, he recovered by delivering a different bouquet of flowers to the mother's house every day for a week after that -- that was the tangible.