Netflix Gives Good Apology To Customers For Monday's Delays
Netflix sent an apology note to customers whose DVDs were delayed by their 11-hour service outage on Monday, along with a 5% service credit. In so doing, they perfectly followed the three-steps of fixing customer service problems:
1. Admit fault, quickly.
2. Say sorry like you mean it.
3. Give conciliatory gift of monetary value.
See now, that wasn't so hard, was it?
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