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The buzz: Customer service. Many companies are in the Customer Service Hall of Shame for less-than-stellar practices, from harassing customers trying to cancel a service to fining someone for a bad Yelp review. It’s time to go back to school to revisit modern fundamentals of exceptional customer service: social channels for engagement, an efficient self-service model, and making customer service the heart of your marketing and brand experience. The experts speak. Shep Hyken, Customer Service Expert: “Customer service is not a department. It is a philosophy to be embraced by every person in any
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