The last thing a customer with a complaint wants to hear you say is: “You’re wrong.” What they want to hear is that you understand them, appreciate them and agree with them on the importance of the value they have cited in their complaint. Ron Kaufman, author of Uplifting Service: The Proven Path to Delighting your Customers, Colleagues, and Everyone Else You Meet (Evolve Publishing, $14.95), suggests developing a few basic scripts to use when responding to ...

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