Episode #205: JUST ANSWER THE DANG QUESTION!

Today we look at the all-to-common dilemma of mismanaging customer questions. I once worked with an ex-TV news reporter, who actually created a company devoted to teaching the art of “question deflection.” In fact, this person did quite well. Why? Because there is an enormous corporate appetite for manipulating customer questions. Do we really think that customers like our clever, devious, and manipulative ways of managing their queries? Or, how about the recent trend to just “ghost” customer questions altogether? Do we really think these behaviors lead to a bounty of repeat and referral business? Join us as we look at a solid way to raise the bar on customer satisfaction. Come on folks…JUST ANSWER THE DANG QUESTION!

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