Doing What Works

Is the customer always right?

February 23, 201641 min
You're at the airport and someone's being rude to the gate agent. What, if anything, should you do? How do you react to drivers who misbehave? How should you handle negative reviews of your business? Amaze Every Customer Every Time author Shep Hyken's a popular motivational speaker who's as generous with not only his wisdom but also his wit as he tackles the thorniest customer service situations, like when it's appropriate to fire a customer.

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