Free Subscription

  • Access 15 free news articles each month


Try one month for $5
  • Unlimited access to news,insights and opinions
  • Quarterly and weekly magazines
  • Independent research reports and forecasts
  • Quarterly webinars with industry experts
  • Q&A with retail leaders
  • Career advice
  • Exclusive Masterclass access. Part of Retail Week 2021

How to turn around an angry customer

While businesses may not be able to prevent all problems, they can learn to recover from them and make the experience positive for customers. Even with the best of intentions, service failures can happen. Therefore, service recovery is something that any business needs to know how to do well. Turning around an unhappy customer can be achieved through empathy and by acknowledging the problem, resolving the issue quickly, and looking for a way to turn their dissatisfaction into loyalty. According