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

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Service Mentality

Customer service: Pick up any store ad, and there’s probably a line of copy or two about how well you’ll be treated when you shop there. Usually the advertisement reads, “We’re the best” or “Service is our middle name” or something like that. The phone book advertisements are loaded with commercials for being very customer service minded.

Why then, do we hear so many horror stories about how people were treated? The Telephone Doctor recently surveyed several companies to seek out the traits—the characteristics—of those that have the service mentality. Clearly, not everyone does. The good news is you can learn the skills of the “best.” No one has a monopoly on a service mentality.

The Telephone Doctor culled together the seven ...

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