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Monthly Archives: October 2012




How to Make Everyone Look Good

By: Dr. Jim Goldstein


During the time that I was the customer service manager at Rosenthal Acura, I would meet weekly with all the department managers to identify problems and handle customer complaints.  Wherever possible, we would redesign our processes to resolve them. According to the sales managers, the salesmen, whose cash bonuses were directly affected by customer ratings, […]

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