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Seth Godin's Blog
Bestselling author, Entrepreneur and Agent of change. Seth's blog can be found at http://sethgodin.typepad.com/
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Win the fight, lose the customer
Posted by: Seth Godin on September 22, 2009 at 5:37AM EST
Does it really matter if you're right? Given the choice between acknowledging that your customer is upset or proving to her that she is wrong, which will you choose? You can be right or you can have empathy. You can't...
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