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Secrets of Selling Services: Everything You Need to Sell What Your Customer Can't See—from Pitch to Close by Stephan Schiffman

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29THE IMPORTANCE OF CUSTOMER SERVICE

Everyone has bad customer service stories; there are whole websites devoted to tales of customer service horror (to be fair, there are also websites that give examples of completely unreasonable or stupid customers, but that’s another problem). I’ll give you one example from my own recent experience.

Several years ago I purchased a portable DVD player for my wife. She travels quite a bit, and I thought it would be nice for her, while she was on the train, to be able to watch her favorite movies or television shows. She was delighted with the player and made very good use of it.

Then, close to a year after I purchased it, something went wrong and the player stopped working. I made some disparaging comments ...

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