Despite best efforts, sometimes we fail at providing the outstanding service our customers deserve. During these times, a service recovery process can turn a negative customer experience into an opportunity to satisfy the individual and for the organization to improve. Using a real-life example, Dr. Pilcher identifies six actions to sincere service recovery your customers will thank you for.
Episode 26
Service Recovery That Knocks It Out of the Park
Despite best efforts, sometimes we fail at providing the outstanding service our customers deserve.
Listen Now
Hosts
Janet Pilcher
President, Studer Education
About the Episode
What This Podcast Covers
- How can organizations recover from less than outstanding service?
- What are the best practices of high-level service recovery?
- How can we use customer feedback as a training opportunity for the organization?
Recommended Resources
Pillar 8: Develop People to Improve and Perform
More Like This
Browse All
Podcasts
Tackle Communication Barriers
Great leadership requires leaders to be great communicators.
View More
Podcasts
Pillar 3: Communicate for Alignment
“Great leadership requires leaders to be great communicators.”
View More
Podcasts
Power of the Pause: Reflecting on How to Improve Processes
“Process improvement won’t happen by chance.”
View More
Podcasts
9 Pillars of Leadership Excellence: A New Operating System for Education
These 9 Pillars of Leadership Excellence take us and those…
View More
Podcasts
Change Your Organization’s Culture One Conversation at a Time
"I can truly say that rounding has changed the culture…
View More
Podcasts
Small Conversations, Big Impact: Strengthening Culture Through Rounding
A discussion with Samantha Sands about how small, intentional check-ins…
View More
Podcasts
Building Lasting Impact with 9 Pillars for Leadership Excellence
Dr. Janet Pilcher explains how recognizing bright spots creates a…
View More
Podcasts
Express Gratitude for Those on Your Journey
Reflections on leadership and partnership, and the lasting impact of…
View More
Podcasts
The Case for Celebrating Bright Spots
Dr. Janet Pilcher explains how recognizing bright spots creates a…
View More
Podcasts
Keep Your Organizational Flywheel Spinning with Gratitude
Consistent practices keep the organizational flywheel spinning, and one practice…
View More
Podcasts
Culture and Strategy Go Hand in Hand
"Culture and strategic improvement—those are inseparable." This is a guiding…
View More
Podcasts
Achieve Equity Through Systems Alignment
"Education is truly the conduit to freedom."Thi s powerful belief…
View More
Podcasts
Stop the Blame Cycle: 3 Steps to Process Improvement
Recurring problems demand a shift in focus. In this final…
View More
Podcasts
Cut Through the Noise: 3 Steps to Build Board and Community Trust
External noise is a constant, yet you can be a…
View More
Podcasts
Retention Is Your Strategy: 3 Leader Actions to Secure Talent
In this second rapid-fire episode, Dr. Janet Pilcher shares three…
View More
Podcasts
The Precision Budget: 3 Steps to Protect What’s Important
In the first of four rapid-fire episodes, Dr. Janet Pilcher…
View More
Podcasts
Use Feedback to Unlock Operational Excellence
Join Dr. Janet Pilcher as she welcomes Joseph Murley, Director…
View More
Podcasts
Getting 1% Better Every Day
Listen as Chief Operations Officer of Visions in Education, Tom…
View More
Podcasts
Why Coaching and Improvement Work Never Ends
In this final live episode from the Destination High Performance…
View More
Podcasts
Serve Others with Great Care and Concern
In another live episode from the Destination High Performance K-12…
View More
Podcasts
Lead People with Purpose
In a special conversation recorded at the Destination High Performance…
View More
Podcasts
Why Little Moments Make a Big Difference in Education
In this moving episode, Dr. Pilcher shares two more powerful…
View More
Podcasts
The Lasting Impact of a Caring Educator
Dr. Janet Pilcher celebrates her new book, The Extraordinary Gift: Our…
View MoreWant to bring books to your team?
We support districts with bulk ordering options, reading guides, and professional learning plans built around our published content. Our books offer a shared language for system-wide alignment, whether for a leadership retreat, professional learning series, or district-wide initiative.