Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott
Connecting the Dots
APRIL 21, 2017
The complexity drives the amount of change and the compliance is driving a scripted response. I see so many scripted responses. And then, what I see is the entire conversation becomes scripted. And when we come back with a scripted response, it’s a real problem. They are looking for empathy. We need to train empathy.
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