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From YouTube: 3 09 Create Positive Outcomes Wrap up
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A
But
just
just
to
review
here
right
today
was
all
about
understanding.
What's
behind
what
the
customer
needs
and
using
that
to
help
you
to
create
options
and
understanding
the
different
ways
that
you
can
go,
remembering
that
we
can't
always
do
exactly
what
the
customer
wants,
but
always
trying
to
find
something.
We
can
do
to
give
them
a
positive
result
and
then
remembering
also
that
things
go
wrong.
A
So
it's
important
that
we
build
skills
for
how
to
recover
how
to
get
back
on
track
and
then
finally,
a
a
reminder
that
we
have
to
take
care
of
each
other
and
our
customers.
We
don't
speak
badly
of
each
other
in
any
circumstances,
especially
with
the
customer
or
of
the
product,
because
it
doesn't
help
and
most
the
time
it
makes
things
worse.