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Customer Service Lessons From The Heart

Nice post from Mike Wagner on the perspective on customer service he gained from time in a cardiac rehab unit.
Being a patient in a hospital was unfamiliar and more than just a little scary, but considering the circumstances, a great brand experience. The customer service staff (doctors, nurses, and medical support personnel) were engaged in their work and owned the outcomes...
Mike's conclusions: * Customers don’t care about your problems. * Customers don’t understand quality. * Customers need you to manage their experience. Full post, worth a read
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