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#2: Never, ever blame or make excuses—no matter what or who caused the problem. Instead, take full responsibility and the initiative to do whatever you can to solve the problem as quickly as possible.
#3: Paraphrase and record what the customer tells you. Whenever you hear an important point say, “Let me make sure I understand; you were promised delivery on the 10th and you did not receive the product until the 1st of the following month. Is that correct?”
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