If knowledge were paid for in gold the agents would be the wealthiest people in your business. Why? Because they really know what causes the customers to call, they recognise what’s gone wrong and the reasons why the customer is irritated and they want it put right.
They deal with it everyday, but does anyone ask or listen to them with purpose and sincerity? Sadly, it’s lip service a lot of the time and, even worse, sometimes it seems to them as if the business doesn’t really care!!
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