Chapter Five

You Value Me

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Most of us have heard this message, sometimes multiple times in a single call, while waiting on hold to speak to a contact center agent:

“Your call is important to us. All our operators are busy right now so please stay on the line and we'll connect you to the next available customer care representative.”

This trite recording is often used in the customer service world—and yet could there be a more hypocritical message about valuing customers than that one? At first it might seem sincere, but when the customer hears ...

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