Microsoft CRM Seminars

The law of echo - what goes around, comes around - applies to customer service, according to quality service guru and author Ron Kaufman. "If you want a stronger relationship with the customer, you have to be willing to give more first," Kaufman told Star Business during an interview. "The challenge is for a company to train its staff to understand that there is a whole lot more to a customer than just the present transaction," he said.

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