CHAPTER 4
Your Employees Are Double Agents
Bridging the Gap Between Doing the Right Thing for the Customer and Following Company Policy
Some customer service situations are frustrating for both the customer and the employee. I had one of these mutually challenging experiences when I purchased a paper shredder at my local office supply store. The shredder was intended to replace one I’d thought was broken, but after returning home with the new shredder I discovered that the old shredder had stopped working because of a user error. (It appears those safety features designed to protect you from shredding your fingers actually do work!) This seemed ...
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