We’re all consumers of service. It’s something that each of us can identify with – we have ALL had both good service experiences and some that weren’t as good. And for those of us in the customer service industry, we can empathize, because we know just how difficult it can be to actually deliver great service. Still, that doesn’t mean we don’t want and expect to get it – regardless of the channel we’re on. Yet, delivering great service has....

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