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The term ‘customer service’ often evokes images of outsourced call centers, long telephone hold times, and exhausted reps who spend the bulk of their days diffusing angry complaints. Perceived as a cost sink rather than a revenue-generator, support has been a chronically understaffed and unfunded area of business. Today’s most innovative organizations are realizing, however, that this dynamic needs to change. As one collection of stats points out, the cost of poor customer support is through the roof. In response to a negative customer experience, 58 percent of Americans would never use that company again. On a macro level, poor…
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