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Customers can usually accept that problems and errors will occur from time to time in any business relationship. What often matters more to customers than
mistake itself is how these difficult situations are handled. Customers crave
common courtesies, which is not to say that
common courtesies can make up for gross negligence or repeated problems. However,
little things can go a long way to establish trust and rapport and create customer acceptance of your efforts to resolve problems when they arise.
If you’re concerned about creating great customer service, begin by asking yourself this question: "Is your organization sweating
small stuff in customer service?" It really can make a big difference!
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Kathleen J. Wheelihan is a professional speaker for AchieveMax®, Inc., a firm specializing in custom-designed keynote presentations, seminars, and consulting services. Kathleen has made presentations ranging from creativity to customer service and leadership to teambuilding. For information, call 800-886-2MAX or visit http://www.AchieveMax.com.