Anger may distort the meaning. Even if you win, you lose. Encourages the talker to explain clearly. This is so important that it is first and last. Example on film of woman at financial institution with messy desk, etc.
Definitions vary by type of business, but there are reasonable standards that customers expect.
He wasn't made to feel guilty. Dynamics of customer relations Dissatisfied customers tell more people than satisfied customers. Word of mouth is effective advertising for good or bad. Many dissatisfied customers do not tell you when or why they quit, they're just gone. A customer is the most important person in our business.