How do you dazzle and delight dissatisfied customers? What's the best way to retain and regain customer loyalty after a service breakdown has occurred? Top service management consultants, Chip Bell and Ron Zemke present a six-step process they developed to help organizations recover customers after a breakdown has occurred. The video uses vignettes to analyze and illustrate the six steps. Available in two versions: Version One has stopping places with questions for discussion; Version Two has no stops.
