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Developing
Dazzling Recovery
"OUCH
to WOW"
Mistakes may be
inevitable, but dissatisfied customers are
not. The key therefore is to
have in place
simple, effective and
flexible procedures to turn potentially
dissatisfied
customers into loyal ones.
We call this
Dazzling Recovery. It is a procedure that
can
be used by any organisation which goes
beyond the ordinary, boring and ineffective
techniques used by most organisations. When
applied
well it boosts employee morale,
increases customer loyalty and referrals and
creates competitive
advantage.
During 1-day with an
experienced facilitator delegates will
learn:
Why and how recovery is the experience
that has the biggest positive
impact on customer loyalty
How recovery is
used to turn a negative experience into
a positive experience
The 5 key criteria for
a dazzling recovery programme |
