You strive to ensure good customer service every day, but it's how your employees respond to a major mess-up that can really make a deep impression, Augusta Dwyer writes. To go the extra mile in righting a wrong, employees need good training and the absolute trust of management. "Without exception, in the really successful companies out there, the management group will support their employees to the wall. And you can sense it in those employees. They're not afraid to a make decision," said consultant Shaun Belding.

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