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Small Business: Turn negative feedback into positive action

Jamie Herzlich

Newsday columnist Jamie Herzlich Jamie Herzlich

Herzlich writes the Small Business column in Newsday.

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Despite your best customer service efforts, at some point your business will likely encounter an angry or difficult patron.

How you react to that customer will ultimately determine whether he or she continues to do business with you.

In most cases an angry customer isn't looking to terminate the relationship and with the right handling and care can become one of your most loyal advocates,...

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