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To: Peter Stern who wrote (6859)2/19/1998 3:18:00 PM
From: Alexander Pavlov   of 16892
 
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Peter,

I used to work as a country customer support manager for a computer company. And I know very well that painful feeling, the one which comes after you worked hard on some improvement intended to make customers' life easier, but instead of "thank you" you get a lot of harsh responses. The lesson I had to learn is that it is absolutely necessary to strip customer's message from his emotions.If you care for your customer you should know what to do with his message. As to emotions, do not take them personally, for their sole purpose is just to add visibility to the message. Nothing more.

Kind regards,
Alex
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