You see it everywhere. The customer is walking away, shaking their head in disbelief at the atrocious behavior exhibited by that first line employee. How do you inject a charismatic relationship with customers if their experience is horrible? At the core are those employees who have been trained to know better, but they continue to destroy the customer experience. And it is contagious. One bad apple can indeed destroy the whole bunch. Just as famous people want to hang with famous people, so the criminal does not want to hang with the local police. Negaholics unite with one another. What
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