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When training goes bad: the Comcast saga continues

When training goes bad: the Comcast saga continues

August 13, 2014 by

In an earlier post, I reported on an overeager Comcast customer-service rep’s misguided efforts to save a customer from defecting. And I wondered whether it was a case of training gone awry. I mentioned a well-established technique — the Five Whys — that we teach in our own sales-training platform, and I fretted that perhaps [...]

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