A Formula That Works

How to Turn Even the Most Difficult Customer Into Your Biggest Fan Great companies realize that no matter what you sell, whether it’s a product or a service, what you are actually selling is an experience. Your customers can usually buy the same thing from someone else, so you have to provide them with something they can’t find at any other place — an experience. Only through intentional planning and employee training can you guarantee that the experience they have is exceptional. No other time is more crucial to the customer experience than the moment they have a complaint.
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