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Mark Silver's Articles in Customer Service

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  • How to keep mistakes with clients from turning cancerous.
    Don't you hate it when a client emails you: "You know, I feel really ignored. Why haven't you responded to my last email?" Or how about: "This class isn't working for me. I'm in a completely different place with my situation from the other participants, and you aren't following me at all." You make mistakes with them all the time. Really heartening, ain't it?
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