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The Science of Customer Connections by Jim Karrh PhD

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5

WE ARE ALL IN THIS: Customer Conversations Really Are for Everyone

SHARON INTRODUCED HERSELF TO ME as our team was setting up for a large training event. In her job, she supported the company's expansive sales and service teams; she had been doing this for nearly two years following her graduation from college. “There are several of us from the support team here. We don't actually talk to customers that much, but our boss thought it would be a good idea for us to hang out here and see what the sales teams are learning to say.”

The training included small-group exercises and some role-play competitions. Over the course of the two days, a funny thing began to happen: the internal teams like Sharon's were adopting and presenting the new messages ...

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