Sympathy - You need to know the difference between _______ and empathy., forget - People will ______ what you said, people will forget what you did, but people will never forget how you made them feel., solve - Customers will want to talk to you if they believe you can _____ their problems., Costs - Good Customer Service _____ less than bad customer service., conflict - 10 % of ________ is due to a difference of opinion. 90% is due to the wrong tone of voice., seconds - It takes months to find a customer and _________ to lose one., perception - The customer's __________ is your reality., last - When the customer comes first. the customer will ________., care - Your customer doesn't care how much you know until they know how much you _____.,

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