Chapter Twelve. Credibility: I’ve Lost It—Can I Rebuild It?

Perhaps one or more chapters of this book have left you thinking, “I have really blown my personal credibility factor, but what can I do about it now?”

Many of us are familiar with customer service situations that were seriously blown by someone, but the way in which the problem was corrected caused us to think even more positively about the experience than we might have if the problem had not occurred in the first place.

Take, for instance, the example of “Elizabeth.” Elizabeth is a trainer and speaker who travels for her clients around ...

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