Every day, in businesses across the world, customer service staff, receptionists, waiters and waitresses, and countless others in service industries have to hear that painful, anger-ridden phrase: “I want to talk to the manager.” What the customer is really saying when they spout out these words is, “You can’t help me. Go get me someone [...]
Sweetlips being cleaned by cleaner wrasse, By Nhobgood (Own work) [CC-BY-SA-3.0 or GFDL], via Wikimedia Commons I recently saw a show about cleaner fish. As I watched the show, I couldn’t stop thinking about how this fishy cleaning service was so much like a real business. As the cleaner fish would diligently go about their [...]
It has become somewhat trendy to ignore what customers are asking for and instead give them something innovative that they may not know they need. Although it may seem obvious that you should solicit feedback from your customers, build what they ask for, and then provide it to them, Apple and others have proven that [...]
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