Part 9Dealing With Customers

Nowadays people know the price of everything and the value of nothing.

—Oscar Wilde

Customers: They are the lifeblood of your company, but they can also be the bane of your existence—and vice versa! There is no limit to the number of customer service horror stories: the company that literally refuses to hear customer complaints; the unsatisfied, unsatisfiable customer who inexplicably keeps on coming back, seemingly just to make everyone’s life a living hell. Wouldn’t it be great if there were some ready-made words and phrases you could offer to your reports to help them through these sorts of situations? Fortunately, there are!

Of course, if your company has a track record of abysmal customer service, a few pat phrases ...

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