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The Insightful Leader

The Insightful Leader

Business:Management

Revenge of the Customer Service Rep

Revenge of the Customer Service Rep

2019-03-07
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Waiters get mistreated. Call center operators get screamed at. Salespeople have to smile at difficult clients. But why do those tense moments sometimes escalate to sabotage? Kellogg Professor Cynthia Wang shares what she discovered—and what companies can do about it.

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