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>>What
exactly is customer recovery?
Myra's
answer to What
exactly is customer recovery?
Customer recovery is the
act of responding to complaints and problems in such a
way that completely regains customer goodwill after any
service failure. Customer recovery includes what
employees say and offer (coupons, refunds, etc.) and the
speed of response. A well designed and executed recovery
literally "recovers" customers from thinking
about going to the competition.
Here are two great
special reports on customer recovery that you should
review:
Ten
Steps to Completely Restoring Customer Confidence After
Any Service Failure
The
Ten Golden Rules for Complaint Resolution
You might enjoy the tips
on this page: The
ABCs of Customer Recovery
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The
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Our Customer Satisfaction Department finds it extremely
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Director
Customer
Satisfaction Department
McDonald's
Corporation
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