Answer the Question the Right Way

Why didn’t he say that in the first place?

What made me think of this was when Angelica, one of our team members at Shepard Presentations, shared a customer service story about why she chose one coffee shop over another, even though it was more expensive. It wasn’t that the coffee was better. It was because the employees were better. Specifically, she chose not to go back to the less expensive shop because of the way an employee answered a question.



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