Customer service is not always a tech problem

Before my husband and I got married, our parents sent us on a mission to find a china pattern.

We went to several stores, picking different sets as we went. One particular store, well-known for selling china, taught me a valuable customer relationship management (CRM) lesson.

There we stood. We had found two patterns we liked and wanted to see them up close since everything was behind glass. We tried to catch the eye of at least one sales associate. The two women working that day were at the cash counter. After standing there for 10 minutes, talking relatively loudly about the upcoming nuptials, we thought one of them was finally heading our way. We were dead wrong. The sales associates headed off to help customers who had just entered the store.

I said to my fianc

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Jim Love, Chief Content Officer, IT World Canada

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