Quick - when phoning companies in the yellow pages, which of these two organizations would you prefer doing business with? The first answers, "ABC Stereos." The second answers, "Thank you for calling XYZ Stereos, this is Dale." If you're like most customers, the second company gets your business. They sound more professional so you assume they've been trained. If they train employees how to answer the phone, there's a good chance they also train them to solve your problems. Lesson: providing "telephone training" creates an easy competitive advantage.
Good judgment comes from bad experience and a lot of that comes from bad judgment.
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