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Business Productivity Strategies for Success (Collection) by Daniel Silvert, Merrick Rosenberg, Mark I. Woods, Jerry Weissman, Martha I. Finney, Trapper Woods

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Truth 19. Individual passion builds a passion-fueled customer service culture

You want your people to be passionate about their work. You definitely want them to be passionate about helping their customers. It would be nice if they were passionate about helping each other. Are you making it easy for your people to keep that passion engine fueled? If they’re the slightest bit shy about exuberantly expressing the joy of their work, you’ve got some work of your own to do.

A few years ago, I had a fantastic experience with a call center rep for a major financial services company. After going through the dreaded automated menu of multiple options, I heard a cheerful voice saying, “May I help you?”

What followed was a one-of-a-kind conversation. No ...

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