How do you react when your company fouls up customer service? That response determines whether the mistake is transformed into a learning opportunity, writes Flavio Martins, vice president of customer support at DigiCert. "Mistakes will happen when it comes to customer service delivery. It's out of your control," he writes. He also says, "Preventing future customer service mistakes depends on acknowledging customer issues, sharing relevant facts, communicating the impact of these decisions, and training the customer service team members how to recognize and act more effectively in the future."

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