CHAPTER

4

Seeing Eye to Eye: Face-to-Face Contacts

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CUSTOMERS COME INTO A BUSINESS BECAUSE OF THE PRODUCTSBUT COME AGAIN ONLY WHEN THEY RECEIVE GREAT SERVICE

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Write down a typical customer contact that is reflective of your face-to-face interactions:

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Think about this scenario as you work through this chapter. Use it as the example when answering the Practice Lesson questions at the end of the chapter.

Providing exceptional customer service is not ...

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