No Emotional Resolution After a Bad Experience
Even after resolving a technical issue, telecoms rarely provide emotional closure. A simple “We’re sorry,” a discount coupon, or a follow-up message can turn a negative experience into a positive memory. Most telecoms stop at resolution—they don’t work on recovery. Emotional recovery is a powerful trust builder. Show you care not just about fixing the problem, but about how the customer felt. Empathy in resolution turns detractors into promoters.