friction points Archives - Shep Hyken | Customer Service Expert

Frictionless Business

Merriam-Webster defines the word friction in three ways; the act of rubbing one thing against another; the force that causes a moving object to slow down when it is touching another object; and the disagreement or tension between people or groups of people. If you tie the concept of friction to the concept of customer service, none of these definitions are good. (more…)

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