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09/26/2001 Archived Entry: "26-Sept-2001 -- The Technology Gap: Part II"

The Technology Gap: Part II (Grok Dot Com) -- "Now hear this: no human is going to stick around for long if she doesn't feel she's being heard or her specific concerns are being addressed. You simply can't send out the same form letter for every problem. Customer service letters your customers can't reply to is not customer service."

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