Samuel Smiles, a 19th Century writer, knew that manners go far and cost nothing, says Ron Zemke and Kirstin Anderson in Delivering Knock Your Socks Off Service (AMACOM Books). Why do some sales people deliver a negative message: I think you’re stupid? “You send that when you use the phrase: do you understand? If four-year-olds don’t appreciate being talked down to, why should adult customers find it satisfying?”
More Management Wisdom
More Management Wisdom
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