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A selection of 10 links for you. Pack up the golf clubs, back to work. I’m @charlesarthur on Twitter. Observations and links welcome.
Jean-Louis Gassée recalls his time running Apple France, and dealing with angry customers:
After a few combative customer service encounters, I experienced an epiphany: No matter how “wrong” they may be, we’re a prosperous business, we can afford to take care of these situations, but we can’t afford to let unhappy, affronted customers damage our reputation.
Whenever a call was escalated to my office, I…
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