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Legendary Service: The Key is to Care by Kathy Cuff, Victoria Halsey, Ken Blanchard

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A Frustrating Transaction

“I need to return this coffeemaker I bought a few weeks ago,” the customer said, handing the sales associate the appliance in an open box.

“May I ask the reason for the return?” asked the young associate.

“Yes—the coffee doesn’t come out as hot as I’d like it. I’ve already bought a different brand at another store, and I need a refund or a credit. I can’t find the receipt.”

“Not a problem,” said the salesperson with a smile. “I just need to get a signature from the manager on duty and I’ll be right back.” She turned and headed toward the service desk.

The manager frowned as the young woman approached him and placed ...

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