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Personalize Customer Service To Boost Sales Opportunities

According to Dialog Direct's Customer Rage study, the No. 1 phrase that makes everyone crazy is this doozy: "Your call is very important to us. Please continue to wait on hold." That's from Jeanne Bliss, author of "Would You Do that To Your Mother? The 'Make Mom Proud' Standard for How to Treat Your Customers." Bliss is a co-founder of...