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

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30Fix the Person

“Here’s your food and I hope you choke on it!!”

—Fast-food server to a customer who complainedabout waiting ten minutes to be served.[We’re not making it up.]

The toughest part of dealing with people, as you already know, is dealing with people. When products develop problems, customers have an object to curse, kick, yell at, and focus their feelings on. When a service breaks down, on the other hand, the focus of their emotional reaction is on you.

According to a 2005 study, upset customers aren’t just getting mad these days, more are out to get even. The report, conducted by the Customer Care Alliance in collaboration with the Arizona State University School of Business, found that 70 percent of 1,012 survey respondents experienced ...

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