10/16/2009

Travel agents can easily connect with clients when all is well, but when customers become frustrated, agents have an opportunity to truly build their business relationship. How an agent handles complaints, criticisms and other negative feedback often determines how their relationship with a particular client will progress, if at all. Maribeth Kuzmeski, author of "The Connectors: How the World's Most Successful Businesspeople Build Relationships and Win Clients for Life," offers some suggestions for transforming a frustrated client into a client for life.

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