Module #8 Recovering from Mistakes

18:20 Minutes in Length
Host Ron Schneider

Agenda

• Review of Assignment from Module #7
• Lifetime Retention Value of a Customer
• The Importance of Effective Mistake Recovery
• Customer Complaints are Opportunities
• The Data on Customer Complaints
• Satisfaction How Complaints were Handled
• 3 Characteristics of World-Class Mistake Recovery
• Word Tracks for Recovering Customer Satisfaction
• Quiz
• Assignment