Related Media Gallery for Problem-solving, not relational work, leads to higher customer satisfaction, MU study finds
February 1st, 2018
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Service Agent
Prolonged use of behaviors such as smiling, apologizing and repeating positive phrases by customer service employees has negative impacts on customer interactions. Credit: pixabay.com
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Detelina Marinova
Detelina Marinova, Francis Ridge Gay Professor of Marketing in the Robert J. Trulaske, Sr. College of Business, analyzed both verbal and nonverbal cues to determine how customers responded to service agents. Photo:
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