the art of apologizing for a problem you didn't cause to a person who doesn't care whose fault it is.
means the support a company gives you after taking your money, ranging from genuinely helpful to a phone tree designed to make you give up.
from emerged as a formal discipline in the early 1900s with department stores like Marshall Field's, whose motto give the lady what she wants turned complaint-handling into a competitive strategy rather than an afterthought.
zappos — once let a rep stay on a call for 10 hours straight
nordstrom returns — famously accepted a tire return, no receipt, no questions
comcast call — 2014 recording of a retention rep going viral for refusing to cancel
ritz carlton rule — empowers any employee to spend up to 2000 dollars fixing a guest issue