Statement is true and applicable to service encounters

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Reference no: EM132198244

Everyone in the company lunchroom was laughing at each person cited a real-case scenario that fits with the meaning of a well-known quotation. The anonymous quotation that caused the laughter and subsequent discussion was, “ I know you believe you understand what you think I just said, but I’m not sure you realize that what you heard is not what I meant.” ( The World of Customer Service 3rd edition)

1. To what extent do you think this statement is true and applicable to service encounters?

2. Relate a personal situation you’ve experienced recently when the outcome was illustrative of this quote, and share it with your class members.

Reference no: EM132198244

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