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Get Millennials to Care about Great Customer Service

On their first day of work as employees, Millennials rarely have had experience on the other side of the customer relationship, as vendors. Their primary role in the marketplace has been as customers, from the mall, to the Web… and even as college students. Indeed, one professor at a small liberal arts college told me recently that the entire faculty of his institution was required to attend a customer service seminar led by an alumnus who is a retail entrepreneur, with the goal of teaching professors to treat everyone, students....

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