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Has the term "customer service" become another empty corporate cliché? Is it rendered meaningless by overuse and hype? Is "your business is important to us" before they cast you into "hold" purgatory what it's come down to? I worked in the service industry for most of my life, and I'm amazed at the sorry state [...]
“Empathy” is one of those "touchy, feely" words that makes us uncomfortable. If you're trapped in the 80’s “greed is good” mindset, you'd probably view empathy as a sign of weakness. If you're more “enlightened”, you may think it’s the essence of being human. Some people are hyper-empathetic. They hyperventilate by absorbing the emotional and [...]
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