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Recovery! Turning Service Failures Around

Although every business strives for perfection, sometimes a breakdown in service is unavoidable. The good news is that every service failure provides an opportunity to create a loyal customer—if the situation is handled properly.

About the Author(s)

Leonardo Inghilleri and Micah Solomon Leonardo Inghilleri is executive vice president and managing partner of West Paces Consulting, a subsidiary of the West Paces Hotel Group. Micah Solomon is president of Oasis Disc Manufacturing and founder of the “College of the Customer” Website. They are coauthors of Exceptional Service/Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization (AMACOM, 2010).

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