Dealing with Difficult People: Unhappy customers

It’s easy to let angry customers walk out the door after you make a mistake. And sometimes, they’re going to leave no matter what you do to try and keep them. But successful businesses know that service recovery is one of the most important elements in customer retention. By following a few simple steps, you can turn upset customers into loyal, happy ones.

The Walt Disney Company is known for being a masterfully run company. In everything from logistics to leadership and marketing, Disney is looked at as a model business for others to learn from and emulate. In fact, businesses pay many thousands of dollars to send their employees to the Disney Institute to learn the company’s insights. And with more than 135 million people passing through the company’s parks and resorts each year, Disney has perfected the art of customer service recovery to create happy and loyal customers.

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