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L.L. Bean has made listening to customers and art, thus earning their loyalty. Such loyalty is particularly remarkable in an age of "here today, gone tomorrow" retailers and "disposable transient brands". Maintain its position as a top American brand with a renowned customer service requires constant attention to listening to customers and treating them as valued persons.
(a) After understanding the above case, what do you think really influences long term customer preservation and loyalty at L.L Bean, Inc.? (b) How valour feedback from telephone representatives is helpful to companies such as L.L Bean Inc.?
(c) In what way is listening to customers alike to listening to friends and colleagues?
(d) What listening skills are imperative in establishing rapport with customers?
(e ) How valour you respond to a customer who is frustrated and angry? What listening skills are right?
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