Last month, my customer service manager gave a talk to our entire team entitled, “The Value of our Customers.” It was amazing! In fact, I liked it so much that I let him know on the spot I was going to steal the idea and write an article on it. Let me set the scene for you. Our customer service manager proceeded to the front of our training room to begin his talk carrying a very thick wooden cutting board and a cloth draped over the top, concealing whatever lay underneath. He ...

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