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By Jeff Mowatt

Let’s admit it - when it comes to dealing with customers who are stressed, some jobs are easier than others.

A masseuse working in a resort spa will have more pleasant customers than a lost luggage agent at a busy airport.  If your customers are sitting in a chair at your hair salon, they’re likely to be more relaxed than if they were sitting in an examination chair in a dental office.  
That’s why so many customer service training programs fall short of desired results.  Over the last decade there’s been a dearth of frontline training that focuses on enhancing customer experience. The premise is that we are now in the experience economy. 


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