A classic book “A Christmas Carol”, written by Charles Dickens has always been a favorite of mine. (I was Jacob Marley in our 6th grade play) Most people are familiar with it. Most memorable were the scenes of the 3 ghosts who came to Ebenezer Scrooge on Christmas eve. It was their job to try [...]
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Re-do’s, courtesy calls, extra service visits, call it what you like but in the end it’s just a complaint. Complaint calls are part of the business and if I had the formula to eliminate them all, I’d be a wealthy man. If you don’t handle them right, complaint calls can cost your company a lot [...]
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