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Relationships matter.

Publication: Industrial Management
Publication Date: 01-MAY-05 		Format: Online - approximately 689 words
Delivery: Immediate Online Access
Full Article Title: Relationships matter.(personnel perspectives)

Article Excerpt
In a recent column, I wrote about Sally, a consumer aggravated by an inefficient and insensitive organization ("Customer Rage," January/February). Since the publication of that column, I have heard some positive stories about customer satisfaction. The following anecdote about Dan proves that all is not gloom and doom in the corporate world.

Dan had bought an expensive gadget at a local branch of a national computer store but was not sure that he really needed it. Since he felt no urgency to use it, he put it aside and promptly forgot about it. Four weeks later, he came across the item and...

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