1. In maintaining a high level of customer service, we sometimes place our principles in the back seat. Whenever an angry customer calls, the first thing I determine within the first few minutes of the conversation is whether the customer is at fault in any way. If the customer is not at fault, then I take steps to rectify the situation even if we are not the ones responsible.
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2. Every now and then, an angry or dissatisfied customer will call us on our customer support line and itís not a pleasant situation to deal with. No matter how good your products are or how good your quality control is, inevitably some customer wonít be happy with some part of your business. Due to the rise of social media, blogging, twitter and other lightning fast means of communication, itís crucial that you pacify angry customers quickly and efficiently.
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