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

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How Not to Answera Telephone Call

Throughout the years, our Telephone Doctor clients have taken the time to jot us a note to let us know about their good experiences and their not-so-good experiences of how they’ve been treated on the telephone. I expect, judging from the amazing number of entries we received for our book Customer Service Nightmares, it’s a way of venting and releasing their frustration. We’re always happy to receive your notes and e-mails. Keep them coming, please.

The recent e-mail below gave us some good ammunition for an article. While the industry, as you can see, is in the legal profession, believe me, it happens all the time in every industry. Read on:

Around 1:00 p.m. today I returned opposing counsel’s telephone call ...

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