PART FIVEKEEPING CUSTOMERS HAPPY

Question: isn’t it really “customer helping” rather than “customer service”? And wouldn’t you deliver better service if you thought of it that way?

JEFFREY GITOMER

Customers can be unhappy for all sorts of reasons. You don’t have what they want; you have what they want, but it’s too expensive, too inexpensive, or the wrong size, color, design, dates, or delivery; you did something they didn’t expect; you didn’t do something they did expect; you ignored them; you pestered them; you breathed funny, smelled bad, or were not bad or fun enough.

Sometimes we’re the ones who are displeased. We don’t get the raise we think we deserve; we don’t get the meeting with the customer’s boss that was promised; we don’t get ...

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