To Move from Woe to Wow with an Unhappy Customer. . . Apologize•	Thank your customer for raising the issue.•	Apologize sincerely–never argue. •	Own the problem, even if it is not your fault.•	Show genuine concern in your gestures, posture, and tone of voice.•	Take your customer at their word without questioning their motives or integrity.
Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
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