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10. When the customer is wrong

from By Linchi Kwok

From 30 July: "The customer is always right." That is probably the most-heard sentence when companies talk about customer service. Yet, in reality, we all know that not every customer is right. I recently read a popular update on Facebook about a group of unpleasant customers in a hotel. According to this update, a guest stayed in a Holiday Inn in Europe, which charges 3.50 euros an hour for Wi-Fi service. During his stay, he witnessed an interesting incident in which he thought the hotel staff had done an excellent job in teaching some unpleasant guests a lesson. more


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