Ten Tips to Build Customer Loyalty | Sales & Marketing > Customer Service from AllBusiness.com - Page 9
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8. Be Flexible with Policies

Remember that each customer is an individual with unique circumstances and needs. Do everything within reason to solve customer problems or complaints. Don't assume you understand the situation before you have heard the customer out and made an effort to see things from their perspective.

If you demonstrate that you're listening, you have a better chance of retaining their business, even if you can't fully solve the problem. Responses such as "That's our policy" will ensure customers never come back.

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