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The main factor of customer service is to listen what your customer has to say.The mindset of the customer may vary.Some of the customers may be very polite to you and some of them may bring hell upon you or you will encounter a mix.Whatever may be the situation you listen to whatever thing your customer has to say.I will tell you why you should liste??If you look at the customers view you represent the company and you are the only spoke point for them,because you approached them from in the first place.You should discuss with them how to get over the concern and you should assist them to acquire necessary information about the current situation.You should be very polite and must observe high quatum of patience during this regard.
Another thing is that you sell your product observing high level of honesty.Make them understand about your product,explain the prons and cons so that in future there wont be any issues...
