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A 2008 report by CFI group explained that when customer service professionals are perceived to converse softly and clearly, they resolve customer issues 88% of the time. “The nature of a call center operator’s job is very sensitive, as there is account information available every time they assist a customer.
In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Great customer service agents are able to understand when these unusual situations arise and are quick to come up with workarounds or other creative ways to still provide a great customer experience. Remember, this is only temporary.
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