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#DThink Twitter Chat Recap: Keys to a Successful Service Recovery

August 06, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

Even when service is built into an organization’s core principles, the reality is that the best-designed service processes will sometimes fail. For customers, sometimes the most frustrating aspect of a service failure isn’t the problem itself, but rather the organization’s inability to work with the customer and fix the problem.

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

Why? When a service failure occurs, emotions can enter the picture — customers will likely care as much or more about how they are treated as they do about the outcome itself. So, be sure you “see the person,””, not just the issue. In fact, every service recovery scenario presents an opportunity for an organization to strengthen a customer relationship.

During our recent #DThink Twitter Chat (held the first Wednesday of each month), we had excellent dialogue with our Twitter community about this topic. Questions and answers were based on the curriculum from Disney’s Approach to Quality Service, our professional development training course that examines how organizations can effectively recover from a service failure while strengthening customer relationships.

A number of fantastic insights were shared throughout the chat. Read the full chat here, or below we have shared a few highlights from the discussion:


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, Sept. 2 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, Service Recovery, Service Failure, Quality Service, Service Excellence, Customer Service, #DThink, Bruce Jones


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