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I think the first step would be to find out why customers are facing problems with the service. In this kind of situation it is important to solve the existing issues and during the process, to learn about customers unsolved problems. In one way you solve the current problem but since there is a lack of credibility, you come up with new solutions, to capture attention and regain customer esteem. This is not easy but it is a strategy that will put the brand back on track.
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