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No business is perfect. In situations of a “stuff-up”, how a company manages emotional or unhappy customers says a lot. Whether it’s an online banking system going down or an overseas flight being cancelled, customer impacts are inevitable. The good news is that these impacts can be minimised if the right processes and procedures are put in place.

This white paper outlines what businesses can do in terms of exception handling, recovery and root cause analysis, covering everything from handling events impacting many customers to techniques staff can use to handle individual complaints.

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