Most businesses invest in marketing and advertising each month but overlook another vital investment that they are already making. That investment is their employees. I’ve said before that your employees can make or break your company, and recently I ran into a very poinient example of that fact.
I was on the telephone with UPS trying to track down a shipment that had to be intercepted so that we could get it to a client sooner. I spoke to a woman at UPS about this and she took all the necessary steps to make it happen. After two hours had passed and I had not received a phone call saying where we could meet the driver to get the packages, I called UPS back. This time I spoke to a gentleman who seemed to be new. He insisted on telling me all the reasons that this could not be done. Fortunately I had dealt with this situation before and knew that it could. After a great deal of frustration I ended the call and called back, this time speaking with another woman. This woman was one of the best customer service reps that I have ran into in a long time – she handled everything and went far above and beyond to fix the situation and make everything work for us....
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