communication

March “Madness”: Working with Less-than-Pleased Customers

Kelly Glass

The term “March Madness” conjures up thoughts of basketball, office pools and chicken wings. For the teams involved, the competition is high-stakes and, in the blink of an eye, a perennial powerhouse like Duke, Syracuse, or North Carolina can be eliminated from contention by a new rising star. On top of that, there is the excitement of the coaches yelling from the sidelines and fans cheering in crowded arenas.

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