NatWest's service nightmare: The wrongs, the rights and how it can rebuild trust
Mark Smith of Table19 examines one of the biggest customer service failures in recent memory, and NatWest's response.
1. Maintain a high level of communication with your customers and show them that you care
2. Speak to your customers
3. Show understanding
4. Show your customers what you are doing
5. Look to the future – turn the situation into your advantage
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