Imagine that you are the owner of a local small business that has recently experienced a high level of customer dissatisfaction with your company’s service. This has been due in large part to the actions of a few employees that are no longer working for you. However, you are concerned that too much damage may have been done, and you fear that you may lose some of your best customers.
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What specific strategies and techniques would you use in order to repair the damage that has been done, retain your customers, and demonstrate that you are working hard to improve the service that is provided to customers?