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Any time you fail to meet a customer's expectations—whether they're stated in a contract or implied—you're breaking a service promise. And broken promises can damage your credibility and the company's reputation. Things can go wrong from time to time however and, even though it may not be your fault, you may find yourself having to go back on a promise. The key is how you work with the customer to resolve the problem and make sure it doesn't happen again. Here, Alyse Kalish shares her top tips for backtracking on a promise without losing your customer's trust.
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