CHAPTER 9Bad Connections How to Turn Angry Customers into Partners

Service is a performance, much like a stage play. Put yourself in the audience of the one-act service play to follow.

Act 1, Scene 1:The Service Desk at Acme Encore:Used Computers, New Software & Fast Repairs

“I bought a new accounting software package and I can’t get it to load,” the well-dressed, gray-haired gentleman confided to the twentysomething service tech behind the service counter. John was behind him in line waiting to pick up a repaired laptop computer left the previous week.

“You probably loaded it wrong,” the service tech snapped, without looking up from the paperwork he was completing. The customer moved forward, raised himself several inches taller, and peered ...

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