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Imagine you are a contestant on the TV quiz show, Jeopardy! The lights, the cameras and all eyes in the audience are on you. The host turns to you and says: “The word is ‘Bad’. Remember to phrase your answer in the form of a question!” Without batting an eyelid, you respond: “What is customer service?” While the audience applauds your response, the host shakes his head signaling that this is not the answer he had in mind…
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- Customer Service: Does It Matter?
Ph.D. Tor W. Andreassen
Ph.D. Line L. Olsen
- Springer New York
- Chapter 3