from the "workplace issues" file: "The broken record approach is one of the best customer service procedures ever. The purpose is to firmly, but politely continually repeat company polices and rules to customers who attempt to get around them. Some customers will keep trying to circumvent the rules, including trying to frustrate the person who answered the phone into giving in. But the broken record approach leaves the customer with no other options other than to follow the rules or to go elsewhere to conduct business."
Posted on: Tue, 13 Aug 2013 20:57:51 +0000
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