No one likes to deal with a disgruntled guest. But the author of a new book on the subject argues that effective damage control can help reinforce your relationship with the unhappy customer. “Conflict is a normal part of business, and we all need to learn how to deal with it in the right way,” says Maribeth Kuzmeski, author of The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients for Life (Wiley, $22.95). Kuzmeski is the ...

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