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Recover from Mistakes Gracefully

Recovery is making good on a mistake. No matter how hard you try, you, or the company you work for, can make an error. Think of a mistake as an opportunity to regain the customer's loyalty. As you read in Step 2, customers who have a problem that gets resolved are actually more loyal than those who never had a problem at all.

The following are ways you can increase the probability that a customer will be forgiving.

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Apologize

When you apologize, you are recognizing that a customer is dissa

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