chapter 13listeningyour ears are your most important technology

to circle back to the theme I introduced a bit raunchily at the start of Chapter 1, customer service can benefit from a lifetime of refinement of your technique. To move the discussion above the belt, the portion of customer service that could be termed listening, broadly defined to include hearing, sensing, interpreting, reviewing, and comprehending, is one area that can especially benefit from this lifetime of refinement: tuning your organization’s ears, in other words. By hiring properly, you’ll have (mangling my anatomical metaphor) started your ears off on the right foot: You’ll have selected employees specifically for their level of empathy (the “E” in “WETCO”). This really ...

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