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Friday, 05 September 2008
 
 

How to Completely Restore Customer Confidence After Things Go Wrong

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How to Completely Restore Customer Confidence After Things Go Wrong

Every day things go wrong in the service world and we are faced with the challenge of turning service failures into service recoveries. But what does it really take to restore customer confidence and regain goodwill? I began to explore that question more than 10 years ago and since that time I have studied service failure and service recovery from every possible angle and I have benchmarked best-in-service companies throughout the world.
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