The Action Catalyst
REMASTERED: Magic or Misery, with Shep Hyken (Customer Service, Business, Management, Leadership)
Shep Hyken
We have this idea that it takes one to say yes, but two to say no, which means that that frontline person has to figure out a yes solution for the customer, or he's got to get permission to say no to the customer from a manager. And the manager really doesn't want to be bothered.
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