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Talking Point: The Disney Institute Blog

#DThink Twitter Chat Recap: How to Recover From a Service Failure

December 04, 2014 by Bruce Jones, Senior Programming Director, Disney Institute

It happens to all organizations. At some point, there will be a disappointed guest or upset customer. Perhaps a product does not meet expectations, a process failed, or the service was unsatisfactory. No matter the issue, the most successful organizations know that a customer-service failure presents an invaluable opportunity to strengthen the customer relationship by providing a service recovery.  

At Disney Institute, we believe that no matter the organization or industry, exceptional service is achievable for every organization because exceptional service is “architected” from the systems and processes they control. And, when it comes to a service failure, the recovery process is often just as (or more!) important than the outcome itself.

During our recent D’Think Twitter Chat (held the first Wednesday of each month), we had excellent dialogue with our Twitter community about this topic. Featuring content from Disney’s Approach to Quality Service, our professional development training course, we posed four questions and discussed with fans how to effectively recover from a customer-service failure while strengthening customer relationships.

There were many excellent responses throughout the chat. Read the full chat here, or below we have shared a few highlights from the conversation:

To learn more about how your organization can improve service recovery, check out:

Share your perspective: What are some other ways to recover from a service failure and strengthen the customer relationship?

We’d love to hear from you!
Post your response below, or respond to us on Facebook or Twitter using Hashtag #DThinkBlog.

Mark Your Calendar:
Join us for our next D’Think Twitter Chat on Wednesday, Jan. 7 when we discuss another engaging topic.


Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form




Posted in Quality Service | Tagged Service, Customer Service, Quality Service, Exceptional Service, Disney Service, Customer Experience, Service Failure, Service Recovery, Twitter, DThink, Chat, Bruce Jones


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