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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
"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 first step in exceeding your customer's expectations is to know those expectations."
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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
"But paying is part of the game of life: it is the joy of buying that we crave."
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Personal Development
"We eat up artists like there's going to be a famine at the end."
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Personal Development
"As far as the customer is concerned, the interface is the product."
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Personal Development
"Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
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Personal Development
"If they don't want to pay for it, they can stop drinking it."
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Personal Development
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"We love because it's the only true adventure."
Love
"A lot of people refuse to do things because they don't want to go naked, don't want to go without guarantee. But that's what's got to happen. You go naked until you die."
People
"We write because we believe the human spirit cannot be tamed and should not be trained."
Spirit
"If now isn't a good time for the truth I don't see when we'll get to it."
Time
"Art is not for the cultivated taste. It is to cultivate taste."
Art
"You must invent your own games and teach us old ones how to play."
Sports
"When you are skinning your customers, you should leave some skin on to grow again so that you can skin them again."
Business
"I really don't think life is about the I-could-have-beens. Life is only about the I-tried-to-do. I don't mind the failure but I can't imagine that I'd forgive myself if I didn't try."
Life
"I think one of the nicest things that we created as a generation was just the fact that we could say, 'Hey, I don't like white people.'"
People
"We eat up artists like there's going to be a famine at the end."
Customer
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