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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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21 Great UnexpectedCustomer Service Tips

OK! OK! Yes, there are certainly more than 21 ways to great customer service, but rather than overwhelm you, we wanted to start out with a palatable number. And 21 sounded like a good number to me. Any one of these tips will produce better relations in your customer service. The idea is to bring unexpected great customer service—things that other folks don’t do!

1.   Smile! All the time. Right. Don’t kid yourself. Just as it can be seen in person, it can be heard on the phone. So as NIKE says, Just Do It!

2.   Say something nice at least once a day to someone. I was at the St. Louis airport a while back and the skycap came up to me and said, “Are you going first class or does it just look that way?” That ...

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