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	<title>Frontline Performance Group &#187; service recovery</title>
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	<description>On-Site Sales Management</description>
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		<title>Relationships &amp; Results</title>
		<link>http://www.frontlineperformancegroup.com/473/relationships-results/</link>
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		<pubDate>Tue, 02 Mar 2010 16:38:51 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer contact points]]></category>
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		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer touch points]]></category>
		<category><![CDATA[frontline]]></category>
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		<description><![CDATA[Our goal is simple: build rewarding relationships and deliver results. But the relationships we strengthen are not just those with our clients; we also foster relationships between our clients and their customers. While coaching the frontline of a client, I was recently approached by a customer who had repeatedly experienced difficulty in receiving reward program credits. [...]]]></description>
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		<title>How To Handle Irate Customers</title>
		<link>http://www.frontlineperformancegroup.com/423/how-to-handle-irate-customers/</link>
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		<pubDate>Wed, 27 Jan 2010 16:09:46 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
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		<description><![CDATA[When an angry customer begins to complain about his or her experience the most important action a frontline representative can take is to listen. Studies have shown the biggest concern irate customers have is the inability to be heard. Utilizing the following dialogue with a dissatisfied customer will set the stage for a service recovery. [...]]]></description>
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