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Tips

1. Keep in mind that your average customer has a Sphere of Influence of approximately 250 people, and is 11 times more likely to tell a horror story about you than a positive story.
2. Train your customer service personnel to always ask disguntled customers, "What can I do to make you happy?", record the response, be personally responsible for the resolution and final validation that the customer is happy.
3. To every customer strategy and plan, ask "Is it remarkable?" and "What kind of Word-of-Mouth will it create?"

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