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Wait, You Have Real People Working There?

Wait, You Have Real People Working There?

Wouldn’t it be refreshing, maybe earthshaking, to hear on a service line recording, “If you’d like to speak to a representative right now, please hit 1 and you’ll be connected within 60 seconds.” I know I’d give them my business so long as the representatives knew what they were doing. Right now, even hotel switchboards have recorded delays. (“Yes, I’ve fallen and can’t get up, so I don’t mind waiting for five minutes on a ‘brief’ hold.”)

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Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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