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Customer Service: How to Attract, Retain, and Interact with High-Quality Customers by Jeff Havens

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Episode 7. Dealing with Irate Customers

Did you see how I paused David? I have such power!!!

If you’ve ever dealt with irate customers before, then I’m sure you’ve wanted to do all the things we talked about in the first part of this video. But alas! Studies have shown that companies that acknowledge and then correct mistakes actually earn more customer loyalty than companies that never make mistakes in the first place. I’m not exactly encouraging you to make mistakes, but they have a tendency to happen. When they do, look at them as opportunities to win someone over. The more quickly you apologize – even if you personally didn’t do anything wrong – and the more information you provide to your customer, the more quickly you’ll be able to resolve ...

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