Every organization has service failures. Difficult situations, and the occasional difficult customer are inevitable. What happens next, however, is absolutely in your control. A customer service representative who is skilled and trained in service recovery can have a huge positive impact on your business and brand.

Not only can one trained individual prevent a potential viral social media disaster, but they can quite literally turn your most frustrated customer into your biggest advocate. In fact, a 2016 study by The Belding Group revealed that 71.5% of Wow customer experiences begin as a service failure.