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The customer was telling his business partners about what a great job the lender did for him. Before that, the customer was happy and joking with his account representative, Jay. Before that, Jay was getting him the paperwork that provided the funding the customer needed. Prior to that, Jay offered the customer a couple options […]

The employee tried to defuse the customer who was upset by stating “I feel the same way you do right now.” The customer service representative told the customer “I know exactly what you’re going through.” The client was obviously unhappy, and the employee responded “I’m as frustrated as you are.” Maybe these responses from the […]

I don’t know if she realized it, but Elaine was great! The Optometrist Assistant went to the waiting room to call on Rodney, and she smiled as she said his full name. She introduced herself and asked him to follow her to the exam room. As they entered she said – You get the BIG […]