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Q: What are some of the reasons customers are not loyal to an organization?
A: I recognize that there are some instances where you will not expressly acknowledge fault or confirm your own negligence. However, in the majority of cases, you're not worried about legal consequences. [ If a representative of your company has been rude or made a mistake, admit it and take responsibility. By doing so, you validate the customer's feelings and diffuse the level of his or her
anger. If, instead, you choose to make excuses or blame the customer, you will make that person even more hostile and resentful (and virtually guarantee that he or she won't remain a customer). So, even if you think that the customer is being unreasonable or making a "mountain out of a molehill," it's not worth arguing about who's right and who's wrong. ]
Heather.Dunaway|Points 1|
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Asked 10/5/2011 12:40:49 PM
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