Nine Words Worth Repeating

“Thank you for allowing me to learn something today.”

That was the exit line from the customer service agent of
Bank of America.

Not, thank you for calling. Not, is there anything else I
can do for you? Not, are you satisfied with your level of service today? Not,
would you be willing to take a minute to answer our online survey about your
customer experience for the chance to win a thousand dollars?

Just thank you. Thank you for teaching me something.

In his gratitude, he demonstrated respect.

In his ignorance, he projected vulnerability.

In his unexpectedness, he created memorability.

I wonder if your service department can do all that in nine


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