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All that’s fit to print

Posted by Marlinee on May 22, 2016 in Customer Service

Let me first say, in my own defense, I actually do lots of reading on the internet. I probably read the same kinds of things that you do (or maybe I don’t read quite as much of the random content links on Facebook – someone must be clicking on them or there wouldn’t be so [...]

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They paved paradise

Posted by Marlinee on Sep 13, 2015 in Customer Service

This just in: recent research has shown that the most significant rise in shopping dollar expenditure in the past 10 years has been at big box and warehouse stores, not via online retail purchases. At the risk of dating myself, I remember when the word ‘ecommerce’ was coined and the time when our firm’s nascent [...]

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How much is that doggie in the window?

Posted by Marlinee on Mar 23, 2013 in Customer Service, Houses

Anyone worth their steak knives follows the rule of ‘ABC’ (always be closing), but the true skill of the salesperson is how they finesse sealing the deal. There are many techniques in the sales manual, but none comes close to the power of the ‘puppy dog’ close. Even if you don’t know what I am [...]

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Ain’t no cure for the credit card blues

Posted by Marlinee on Feb 18, 2011 in Customer Service

When you call to get your credit card activated you probably have me to blame for the experience. This is because the consulting firm I was working for (which no longer exists) was hired by a major credit card company to revamp their call centre script to make it friendlier. The project landed in my [...]

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Virgin Mobile: A comedy of the absurd in one act

Posted by Marlinee on Jul 8, 2010 in Customer Service

Setting the scene: H has been a Virgin Mobile customer for eight months. A week ago, Virgin moved to a new billing system. H was horrified when he opened his recent bill to see the total charges were $826. H called customer service, and was told it was a screw up when they moved to [...]

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