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Dealing With Angry Customers: Be Sincere When You Apologize | By Shep Hyken – Hospitality Net

โ€œIโ€™m sorry.โ€ Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article (The Five Best Things to Say to an Angry or Upset Customer), but I want to dive into the โ€œIโ€™m sorryโ€ comment a little deeper.
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