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    e people in particular, that is mighty hard but often I get a pleasant response back from them.

    And it’s not unusual to get an apology from them. Something like this, for example: ‘I was having a lousy day then your system messed me around and I expl

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    When something goes wrong for one of your customers, how do they get treated?

    Can we talk about that for a moment?

    I put it to you that your customers want their concerns taken seriously.

    How do I know that? Because people want to be taken seriously.

    Customers want to be taken seriously.

    They want their concerns acknowledged and responded to.

    So let’s ask the difficult question:

    How does your business respond when you get customer complaints?

    Do you treat those who complain with respect and concern? Do you genuinely try to help them? – if you do, they will sense it.

    Over the years, I’ve had my share of customer complaints about all sorts of things and I’ve learned that if I respond with courtesy and give them a little of my time (for example, in composing an email response) then many times they will turn right around and express their appreciation.

    Try to answer a rude email with politeness, not arguing back or finger pointing. Yes, I agree. With some people in particular, that is mighty hard but often I get a pleasant response back from them.

    And it’s not unusual to get an apology from them. Something like this, for example: ‘I was having a lousy day then your system messed me around and I explo

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    n seriously.

    Customers want to be taken seriously.

    They want their concerns acknowledged and responded to.

    So let’s ask the difficult question:

    How does your business respond when you get customer complaints?

    Do you treat those who complain with respect and concern? Do you genuinely try to help them? – if you do, they will sense it.

    Over the years, I’ve had my share of customer complaints about all sorts of things and I’ve learned that if I respond with courtesy and give them a little of my time (for example, in composing an email response) then many times they will turn right around and express their appreciation.

    Try to answer a rude email with politeness, not arguing back or finger pointing. Yes, I agree. With some people in particular, that is mighty hard but often I get a pleasant response back from them.

    And it’s not unusual to get an apology from them. Something like this, for example: ‘I was having a lousy day then your system messed me around and I expl

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    e who complain with respect and concern? Do you genuinely try to help them? – if you do, they will sense it.

    Over the years, I’ve had my share of customer complaints about all sorts of things and I’ve learned that if I respond with courtesy and give them a little of my time (for example, in composing an email response) then many times they will turn right around and express their appreciation.

    Try to answer a rude email with politeness, not arguing back or finger pointing. Yes, I agree. With some people in particular, that is mighty hard but often I get a pleasant response back from them.

    And it’s not unusual to get an apology from them. Something like this, for example: ‘I was having a lousy day then your system messed me around and I expl

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    them a little of my time (for example, in composing an email response) then many times they will turn right around and express their appreciation.

    Try to answer a rude email with politeness, not arguing back or finger pointing. Yes, I agree. With some people in particular, that is mighty hard but often I get a pleasant response back from them.

    And it’s not unusual to get an apology from them. Something like this, for example: ‘I was having a lousy day then your system messed me around and I expl

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    e people in particular, that is mighty hard but often I get a pleasant response back from them.

    And it’s not unusual to get an apology from them. Something like this, for example: ‘I was having a lousy day then your system messed me around and I exploded. Sorry.’ Or words to that effect.

    Let me tell you, it’s rewarding to get that kind of response back from a customer you’ve helped. It’s nice to finish up as friends again. That gives me personal pleasure and a sense of achievement. And customer service like that can't hurt the bottom line, either.

    Because people want to be taken seriously.

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