Every professional in the service industry would readily agree that once in a while, certain things could go wrong in the customer service of a business. Either the supply could be a little late on delivery, or the machine breaks down some minutes into production leading into service failure. Other times, it could be a staff’s mistake spilling the coffee on the customer’s shirt, or the device supplied to a customer stops working just on purchase. There are a thousand and one things that could go wrong even in the best of customer service excellence. Sometimes, these could be issues that are completely out of our control as humans. Other times, and regrettably too, some are errors that we could have averted but for our lack of attention to details. However, for every customer contact gone wrong, there are two broad options to salvage the situation, to either explain away the error or seek a genuine resolution to the matter at hand. Herein lies the wi
