Have you heard the age-old saying, “It costs less to retain a customer than to acquire a customer?” The service a business delivers to its customers contributes a great deal to retaining customers. If you are a small business, this is important because you’re often busy working to build your business rather than answering the…

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The author of a recent article in Call Centre Magazine told the story of a barista who finally got the author’s order right on the third attempt. The barista apologized saying he’d been having a bad day. That’s all well and good if you’re standing directly in front of the vendor who’s made an error.…

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