Chapter 14
CARE AND FEEDING OF CUSTOMERS
As you can imagine, it's easier to provide excellent service initially than to try to fix an experience after disappointing a client or customer. It can take up to 12 positive interactions to overcome a single negative one!1 Therefore, it is imperative to implement a customer service strategy that outlines how to treat customers as a matter of regular practice, backed up by a plan for handling situations that go awry.
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