- The customer is not always right but the customer is always the customer.
- All rules related to customers must be clearly for the customer’s benefit.
- Good recovery after service failure results in more customer loyalty than good service which never fails because most people take good service for granted.
- A customer who complains is not a nuisance. He is someone who is interested in helping you to succeed by engaging with you when it would have been far easier simply to walk away.
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