The secret to great customer service | Michele Marshall | TEDxStGeorge
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It was in the early 1990s that I was working as a customer service agent for a large bank, that I received a call from a furious client. She was holding the bank and, by proxy, me, responsible for a recent overdraft on her account. She’d written a cheque to one of her vendors. Yes, paper cheques were a thing back then, and the vendor cashed the check prematurely, causing a substantial overdraft on her account.