The most important goal of any business is to attract the right type of customers and to grow the income that you earn from your customers.
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This is a very insightful piece. My key takeaways are the techniques for handling irate customers. I've witnessed situations where irate customers were poorly managed, and the outcome was a total mess. I think if they had known this, they would have effectively solved the problem and gained my confidence, assurance, and reliability.
I have also witnessed a case where an irate customer was managed properly. Trying to analyze the scene now, I see that the method used in resolving the client's challenge totally aligns with the principles here.