Jess was amazing. Our members don’t tend to be touchy feely and into topics that don’t involve operations but she knocked it out of the park. I was so glad that I was assigned to her room so I could watch her present and see the interactions she had with them (and she made me cry twice)!
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While they may complain about the service defect, they are going to rave about how we handled it.
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John DiJulius