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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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27Be a Fantastic Fixer

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”

—Donald PorterBritish Airways

You go into your wireless carrier to pick up the newest 4G model; the just-released model is sold out and won’t be back in stock for at least three months. You are disappointed—even angry. Why did they advertise it if they didn’t have it? you ask yourself. A salesperson notices your obvious upset. Maybe it’s the expression on your face—or the steam coming out of your ears.

Salesperson: May I help you?

You (grumpily): I doubt it. I came in to upgrade to the new phone you’re advertising as being released today, but surprise, surprise, you’re out!

Salesperson: I’m sorry. Demand for this new model has ...

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