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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).

AMA is one of the most widely recognized leaders in business training, having provided corporate training solutions for over 95 years. From leadership, communication and managerial training to sales, customer service and analytical skills, AMA has developed a vast array of content and training solutions to help individuals and organizations achieve business results . Each year, AMA delivers thousands of seminars and courses across the United States. With courses offered in a  classroom near you or live online, AMA is a flexible, convenient resource for all of your organization's talent development needs. AMA also offers customized solutions based on your specific talent development requirements.