Index
abandonment, see being abandoned (Service Trigger #2)
absolutely, as power word, 146–147
abusive behavior, by customers, 205–207
accountability
combined with buy-in to response time, 153–154
as power word, 146
acknowledgment
of communications, 165
of waiting customers, 136
active listening, 124, 132, 138–140
All Customers Are Irrational (William J. Cusick), 32
alternatives, offering, 112–114
Amazon, 11
and, replacing but with, 203
angry customers
dealing with, 174–177, see also nightmare customers
tactics for defusing, 201–204
apologizing, 165–166
appearance, 78
prejudging based on, 111
and work clothing, 78–79
Apple Store Lady, 34–35
appreciate, as power word, 145
arguments with customer, avoiding, 170–173
Ariely, ...
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