Despite the mantra that "the customer is always right," there are some instances when a customer is wrong, and bending the rules to appease them would hurt business. What to do? Gray Poehler suggests indicating you understand, if not necessarily agree, with where the customer is coming from, and doing everything possible to show them that you are working hard to help them out. "Most people are appreciative if they think you have made a genuine effort to resolve their problem," Poehler writes.

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