．原文連結：http://college.itri.org.tw/TopicLearn.aspx?id=165
．原文節錄：
「
整理‧撰文 / 黃又怡
不管多麼努力，你所建立的近乎完美的客戶關係，難免都會遇到波折。美國亞利桑那州史考岱爾市（Scottsdale）一家大型建築公司的業務經理馬克‧狄克森（Mark Dixon）表示，當關係面臨破裂時，要是處理得宜，大紕漏反而能建立起顧客對你和公司的信心，並且強化長期的關係。
」
．個人感言：
在現今「以客為尊」的時代中，非服務業與服務業的界線開始模糊了起來，幾乎只要是能接觸到客戶的都算是「客戶服務人員」（簡稱客服……或客奴？囧a）。
本文主要是寫給業務看的，但我想對於有接觸客戶的其他大多數人也很有幫助，亦可應用在人際關係上，特別是對有「公主」、「王子」症候群的人應該很有效！？
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