8| Turn theory into practice
The essential do’s and the don’ts (Behavior Tracking)
Lesson Category: resolve
5| Corrective behaviors
Recognizing and responding to customer experience breakdowns in a timely and effective manner. Next lesson: Resolve – Proactive action
3| Rant, rave, complain and praise
When customers don’t voice their complaint, we lose the opportunity to redress the problem. Next lesson: Resolve – Corrective behaviors
1| First line of defense
An alternative to blaming your company and customer. Next lesson: Resolve – Rant, rave, complain and praise