customer relations

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How to Lose a Customer

A customer calls in to your business and complains that the widget they purchased does not work as advertised. All you catch is their first name, Bob, but you are not able to even get a word in edgewise as he berates you. What do you do? How do you respond, and based on what information? Do you blow them off as crazy and hang up, or do you do everything in your power to give them the moon?  Stop and think for a moment.  What tools do you have in place right now to help you solve that customer's problem?

We will get back to this customer in a minute.

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