Applying Customer Recovery Steps 1-4

The person who is the most “athletic” in your group will lead this discussion.

1. Choose any one (1) of the problems below. Then, script out how you would respond to the provider using the steps 1-4 of the Customer Recovery Strategy.

2. Be prepared to role-play your scripted response for the large group.

3. Pay particular attention to delivering the recovery with a friendly, helpful attitude.

  • We sent them poorly manufactured aligners.

  • We had delays on the case.

  • We promised something that was not provided.

  • We accepted unworkable impressions and did not alert them to this.