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Monthly Archives: July 2013

Gary GruberArchives

“We Will Call You Back”

Since when have customer service operations started putting a customer on hold for up to an hour and offering to call back?  Here is the scenario. I got a call from American Airlines this morning saying that an upgrade request for an upcoming trip has been confirmed and I am to call an 800 number

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TWO ESSENTIAL QUESTIONS

Margaret Wheatley has published an excerpt from her new book, So Far From Home: Lost and Found in Our Brave New World, published by Berrett Koehler.  I haven’t read the book but I read the excerpt called “8 Fearless Questions.” You can read it here for yourself here and see what you think :http://www.margaretwheatley.com/articles/eightfearlessquestions.html What

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