Just be nice: How kindness is customer service

04/17/2012 | CBS MoneyWatch

Kindness is a viable customer service strategy, even if critics dismiss it as unrealistic, writes Michael Hess, founder of Skooba Design and a customer-service expert. "Given the choice between a by-the-book ... customer service yeoman and an empathetic, creative, human-focused employee who takes some minor off-the-menu liberties to help people, I'll take my chances on the kind rebel every time," Hess writes.

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