Stuck In a Ruinous Empathy Rut 5 | 11
Radical Candor: Communication at Work
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The Implications of Automating Customer Support
Willie Nilly: The changes you're making automating the way that we offer customer support is resulting in really poor customer satisfaction. Our MPS score is tanking and what I am having to do is do the automation and do the manual emails. So it's all falling on me. And I really care about our customers and I care when they're unhappy, he says. "You just came in and you started changing things from my perspective"
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