Entertain Me: How not to give customer service in a downturn
When trading conditions get tough, you have to take even more care of the customers. If that message isn't clear from leaders at all levels in the organization, watch out for this kind of customer service as a result (The clip is about three and a half minutes):
No institution can possibly survive if it needs geniuses or supermen to manage it. It must be organized in such a way as to be able to get along under a leadership composed of average human beings.
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