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Rebounding: Solving Customer Problems: To provide real service you must add something which cannot be bought or measured with money, or resolved with logic; it must be felt. The most significant driver of loyalty are the customer interactions with you. That becomes even more relevant when there is a problem. Providing excellent service is easy when everything is going well. Rebounding is the hard skill that makes the difference. “Life is not measured by the number of breaths we take, but by the moments that take our breath away.” - George Carlin. How are you creating those moments?