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Is it always in the power of the rep to resolve the issue?
When a customer bears no grudge against you or your product after a conscious effort by you ( by a ' fail' in delivery or service provision) then an issue is resolved. It can also be said to be when a customer is happy after a dissatisfied disposition towards your product.
It may not always be in the power of the rep to resolve the issue for the customer however all efforts should be made to ensure that the situation is resolved on the first call so that the customer effort is minimized and may not be left frustrated.
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