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The Customer Rules

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1.
10 points
The language that inspires customers confidence and trust is always positive, polite and _______.
2.
10 points
When a customer wants to argue, the only weapons they should yield are kindness, patience and competence.
3.
10 points
Customer service is what customers come to you and pay for.
4.
10 points
What is the Greek word for "Hospitality"?
5.
10 points
When talking about the triple crown of customer service, Lee says taken together, these three add up to the most single indispensible element of great customer service: _______.
6.
10 points
In Rule #4, Don't get bored with the basics, what is the #1 thing not to overlook?
7.
10 points
Think of this as the Golen Rule of customer service: Do unto your employees as you would have them do unto the customers.
8.
10 points
Everytime a customer comes into contact with your business, whether in person, on the phone, or on your website, it's the moment of truth. Your reputation is about to get better or worse.
9.
10 points
Needs are obvious and practical; wants are subtle and usually emotional.
10.
10 points
Don't make promises, make ________.
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