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Customer service staff need to be problem solving not apologising

  • Written by Jagdip Singh, Professor of Marketing, Case Western Reserve University
Customer service staff need to be problem solving not apologisingThe study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark Hodson/Flickr, CC BY-SA

Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex...

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