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  • How to Turn a Customer Service Misstep Into a Positive, Relationship-Building Interaction

    Inc.com - 07/27/2018

    When they mess up, companies should focus on building relationships rather than apologizing profusely, says Paul Fombelle, a marketing professor at the D’Amore-McKim School of Business at Northeastern University. At the same time, owners shouldn’t ask, “what can we do to make you happy,” the equivalent of a blank check.

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