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Short series of webinars on service recovery, they have a lot of useful insight including from people delivering services at the moment in a COVID-secure manner.
Service Recovery: Opening doors to customers: https://us02web.zoom.us/rec/share/6OdnFbDs3XxIH4XG01rCVLIiDNzjaaa82idIq_BcyEco9Tx44FrAvDH-c-7RakBk
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