By Tom Borg
Research I read more a decade ago about Delta Airlines showed that among the many things that people want to know about the individuals in business who serve them, four items consistently remain at the top of the list.
Customers want to know the answers to the following four questions:
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1. Do you like me?
Customers want to know if they are sincerely liked by the people serving them. People can discern this from how representatives interact with them. Do employees use their name? Do they really listen? And do their voices demonstrate sincere empathy?
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