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"Am I an Apple bigot? No. I can critique their products and their customer service philosophy. But overall, they do better than any other player."
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"To Move from Woe to Wow . . . Listen Attentively Be fully present and give your customer your full attention. Stay calm and remain patient. Do not interrupt or become defensive. Let the customer express his or her concerns. Nod your head and use affirming words to show that you are listening. Repeat back and empathize, when necessary. This confirms your understanding of the problem or question."
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Personal Development
"Customer is king. I am his treasurer."
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Personal Development
"Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff."
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Personal Development
"That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers."
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Personal Development
"The well-satisfied customer will bring the repeat sale that counts."
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Personal Development
"The first step in exceeding your customer's expectations is to know those expectations."
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Personal Development
"I'd just like to be treated like a regular customer."
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Personal Development
"Pager companies are very much looking to provide new services to help them regain some of their customer base."
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Personal Development
"You must never actually cheat the customer, even if you can. You must make her happy and satisfied, so she will come back."
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Personal Development
"If you make the customer a promise... make sure you deliver it."
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"You won't catch me giving clear lectures."
Giving
"The problem with emotion was that it was clearly something important, but-at least according to the old philosophy-it was something to overcome."
Emotional
"Scientists are always skeptics."
Scientists
"I believe that robots should only have faces if they truly need them."
Faces
"We expert teachers know that motivation and emotional impact are what matter."
Motivational
"Our information lives will be better served when we are free to get to our information from wherever we are, with any device available."
Information
"To me, error analysis is the sweet spot for improvement."
Error
"I believe that the Apple Shuffle is an excellent compromise among the conflicting requirements of simplicity, elegance, size, battery life, and function."
Life
"Am I an Apple bigot? No. I can critique their products and their customer service philosophy. But overall, they do better than any other player."
Customer
"Isn't one of your first exercises in learning how to communicate to write a description of how to tie your shoelaces? The point being that it's basically impossible to use text to show that."
Being
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