A "Sure" Thing: How Empowering Customer Service Reps Leads To Increased Revenue

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Executive Summary

In an online world, there's no hiding poor customer service. With instant access to information and the ability for customers to easily share their experiences with millions of others through product review sites, blogs and Twitter, your customer service practices can make - or break - your business. As the president of an online payroll service dedicated to small businesses, the author knows firsthand the benefits of a happy customer. In a recurring revenue business like ours, we need our customers to choose to stay with us payroll after payroll.

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