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A customer throws a product on the counter and says, “I want my money back now!” He attacks your

personal integrity and you can feel your anger ready to erupt. The customer says, “Iâ€ll never do

business with you again!”

Assignment Directions

Submit your answers to the questions in a double-spaced paper, no more than three pages long, APA

Assignment Checklist

• Describe the customer problem

• Discuss ways to handle the problem

• Apply a solution that incorporates customer-building strategies from your text