The new book is out! Pick it up here!
“Your feedback is important to us.” Sometimes those are just words. And some Customers are suckers and will fall for it. A while back, I had some work done with a service provider and, to say the least, the experience was not up to snuff whatsoever. This was a luxury brand and as such I’d [...]
Folks who work in your Customer-facing organizations have a lot of different names. Agents, technicians, associates (which always makes me chuckle a little bit), service providers, and others. One that often makes me think is: Representative. It’s curious to me because it can go either way, can’t it? Whenever I get a ‘representative’ on the [...]
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