CHAPTER 7
Giving When Getting Is Not Expected: Self-Service Contacts
A SURE WAY TO DELIGHT CUSTOMERSIS TO FIND WAYS TO GIVE THEMMORE THAN THEY EXPECT
Write down a typical customer contact that is reflective of your self-service interactions:
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Think about this scenario as you work through this chapter. Use it as the example when answering the Practice Lesson questions at the end of the chapter.
Customers today encounter self-service operations in dealing with many businesses. You can probably think of many situations in ...
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