1. Spot what's wrong and change it early 2. Be there as a sounding-board 3. Respond to people's concerns 4. Lead with trust, not rules 5. Be consistent 6. Show people the effects of their griping 7. Involve moaners in solutions 8. Challenge mistruths 9. Focus on people's positive points 10. Don't take it personally
The gap between marketing and customer service is too often a chasm.
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