Service Recovery The Disney Way

When customers experience a problem they want to be heard. So keep in mind the Disney Institute’s five-step process for service recovery. They call this the H.E.A.R.D technique.

Hear: Let the customer tell their entire story without interruption.

Empathize: Show that you understand how the customer feels. Use phrases like “I’d be frustrated, too.”

Apologize: Even if you are not responsible for the problem, apologize for its impact on the customer.

Resolve: Find the best solution for the customer.

Diagnose: Get to the bottom of why the mistake occurred and how it can be avoided in the future.

More practical service tips appear in the May issue of Customer Communicator newsletter.

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