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How to Win Over Dissatisfied Customers

Some people aren't nice when they don't love your product. But you can change them. All you need is a little psychology.

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This story appears in the October 2019 issue of Entrepreneur. Subscribe »

We’re told that we should love customer service. We’re told that, as entrepreneurs, our passion should be to make people happy. We’re here to serve, to solve problems, to spread joy! And that’s all true. Good customer service can also be good fun. It’s a blast to help someone enjoy the thing you’ve made.

Nigel Parry

But let’s be honest: Sometimes customer service is not pleasant. Because sometimes people are not pleasant. And that’s when we, as entrepreneurs, need to kick into a different gear. We need something to help us stay focused -- to not get dragged down by frustration.

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