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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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How to Deliver “BusinessFriendly” Customer Service

Of the many experiences we all have each day involving service, only a few may be memorably pleasant. Some may be OK. Some may even be abrasive.

But don’t you think customers would be delighted in being treated one way, to have uniformly excellent service in each encounter? Wouldn’t it be great to always receive “business friendly” customer service?

The biggest mistake customer service professionals make is not treating customers friendly enough. Somehow the cold, aloof, reserved, overly formal method of handling people has come to be considered “businesslike.” But that’s not true. It comes across like frostbite. To the customer it can sound curt, bored, and uncaring. It’s costing companies billions ...

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