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

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Episode 8. Follow Every Rule

And now you know how dangerous Canada really is. If you’ve ever been there and made it back alive, consider yourself lucky. You apparently beat the odds.

Now I’m sure you’ve heard that rules are meant to be broken, but that’s not exactly true. Records are meant to be broken, and so are ugly garden gnome statues, but not rules. Some rules, though, are meant to be bent a little bit. It’s critical that you can distinguish between the flexible rules and the ones that have to be followed strictly, but often a little rule-bending can be the difference between a satisfied customer and a dissatisfied one.

Learning Objectives:

Highlight the value of established processes and practices

Assess the limitations of uncreative ...

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