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

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Monogram the Call

Think of all the items you use that have your initials or even your name on them. And have you ever given a gift and had a name or initials put on it? Most likely you have. Certainly, you’ve seen monograms on a variety of items. And we know that many catalog companies encourage us to have a monogram embroidered on an item.

So what does that have to do with customer service in your organization? Glad you asked. Has this ever happened to you? You’re in the grocery store pushing that cart to the checkout. The cashier appears to do a good job scanning your things. She (or he) tells you the total—$115. (I just went in for butter, milk, and eggs.) You pull out the checkbook, make the check out for $115 exactly, hand over the check, ...

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