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In customer service, when is a full refund justified?
Businesses are under more pressure than ever to meet service standards when complaints go viral on social media.
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Service negligence may deserve to be called out, but other situations may warrant more understanding from customers.
PHOTO: LIANHE ZAOBAO FILE
Hannah H. Chang
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Customer service today operates under an intense spotlight.
A negative customer experience has the potential to reach millions in this hyper-connected world.
