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How can a customer service associate perform the recovery for poor service? Can you explain it with the help of a situational example along with

How can a customer service associate perform the recovery for poor service? Can you explain it with the help of a situational example along with the solution of it? I have attached a picture of the 4 stages it which it can be solved. Can you explain it? I need a lot of explanation so that I can prepare well for my exam.

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