CHAPTER
7
Giving When Getting Is Not Expected: Self-Service Contacts
ALWAYS GIVE CUSTOMERS MORE THAN THEY EXPECT,EVEN WHEN THEY DO IT THEMSELVES
Write down a typical customer contact that is reflective of your self-service interactions:
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 encounter self-service operations in dealing with ...
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