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In this article, Len Bernat writes about a woman who had a problem with her water bill. Seems simple enough, on the face of it, but she had been put through the ringer trying to get it resolved, to no avail. Finally, desperately, she just parked herself in the waiting room of the Chairman of the company. He didn't have time to meet with her so he passed her along to the author of this post, who, at that time, worked for the Jackson County government in Jefferson, GA.
He writes eloquently and in detail about the woman's case and resolution, and he teaches us that when confronted by an angry customer, we need to remember these important truths (and he goes into detail of each point in his article):
1. Everyone wants to be heard.
2. Give them all your attention.
3. Let your face convey empathy.
4. Convey understanding.
Not only does Mr. Bernat's experience provide us with an outstanding example of the true meaning of listening, but also the epitome of faith and trust in one's fellow man and customer service above and beyond the call of duty.
Now finally a Yoga that I feel like doing ...
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