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Service failure may not only be resolved through words but also genuine actions
Most of the time, the first and second sentence you speak to the client and the tone of your voice decides the outcome. Right words are the most powerful arsenal. Reassure your client. Most of the clients forgive, if you use the right words in the right tone.
Follow LAST Process,
L-Listen
A-Acknowledge/apologies
S- Satisfy with speed of recovery service
T- Thanks finally to a customer for giving you the opprtunity to rectify your mistake.
