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Author: Jacketfan Big red star, 1000 posts Old School Fool Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: of 308643  
Subject: Re: How About A Good CSR? Date: 12/9/2011 12:58 PM
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I went to the T-Mobile store yesterday expecting a fight to get one of those charges removed. At the very least, I expected that they would argue that it would apply to the next month's bil. Neither of those things happened.

It is sad that many (most?) of us anticipate fights with CSR before we call or show up. I do the same thing. But in reality, things go well due to helpful reps or just good processes, far more often then they go badly.

But putting on my psychology hat (2 quarters as freshman in college), I believe we dislike the bad experiences more than we enjoy the pleasant ones. So they play more prominently in our perceptions of the future.

v/r
Tom
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