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    • The Right Thing: Stop making service reps stick to the script

      San Francisco Chronicle· 1 day ago

      When working customer service, is it sometimes best to go off script? Back at the turn of the century, I wrote a column about a strike that had recently been settled between a large telecommunications company and its workers.

    • Inside the HQ of New York’s Biggest Throne Retailer

      Inside the HQ of New York’s Biggest Throne Retailer

      Architectural Digest via Yahoo News· 5 days ago

      “We’re not paying a retail wholesaler anymore,” Allen explains. “We became a manufacturer, and we can offer better prices.” His employees reached out to...

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