Consider this: a customer who has a problem that gets resolved well is more engaged than one who never experiences a problem at all. Mistakes aren’t fatal; they’re opportunities to increase customer loyalty. And mistakes happen. So the relevant question is this: how much time do you spend training your people to resolve problems well for the customer? It’s not a native skill. It has to be learned. But it is a perishable skill, so it needs to be reinforced and examples need to be shared for it to stay fresh.
