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Service Recovery and Customer Loyalty by mdr_dlsuprof is a document available to read on EtoBox.

What is Service Recovery and Customer Loyalty about?

This document discusses customer feedback and service recovery. It describes how only 5-10% of unhappy customers typically complain and outlines reasons why customers may or may not complain after a service failure. It also discusses the importance of effective complaint handling and outlines principles of an effective service recovery system, including conducting root cause analysis and closing the feedback loop. Customer feedback tools like surveys, mystery shopping, and focus groups are also summarized.

Author

mdr_dlsuprof

Language

EN