It seems service representatives everywhere are getting a pink slip and being replaced with what can only be called World Class Tweakers. That’s right, bloggers. If you or I, hereafter known as bloggers of the first blog, comment on another blogger’s blog, and receive notification that the other blogger, hereafter known as blogger of the …

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There is no excuse I find more contemptible than the statement “we’re only human” as justification for negligence, incompetence, or people who are otherwise integrity challenged. “Get with the program” is another phrase I cannot stand.  There must be a new step in the program which allows being human to be the catch-all lame excuse. …

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Service is a huge part of my life. My professional experience in customer relationship management and my passion for community service has a significant impact on my expectations. I know service. Like most people, I know good service when I experience it. Exceptional service happens so infrequently that when it does we are stunned. We doubt …

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