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Get one page overview of the service steps at: carnegiecoach.com/servicesteps
When the customer calls and they ignore, didn’t get, skimmed over, or otherwise missed all the things you’ve already done to help them, they don’t know that. In their minds, you haven’t yet done a thing to help them.
Respect that, and remember Dale Carnegie’s advice to:
Make the other person feel important, and do it sincerely.
If you’ll respect the customer, you’ll be able to execute the rest of the service steps, with great success.