Ben Afia tone of voice - NTU

Customer satisfaction at all time high, Indian webchat teams Last year I created a new empathy and writing programme for Vodafone’s Indian webchat teams. We spent a lot of time on: understanding customers practising emotional intelligence adapting to cultural differences. Vodafone have just finished rolling the programme out to 1,000 people and their Net Promoter Scores are at…

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‘I can resist everything except temptation…’ Oscar Wilde knew a thing or two about quips; plenty of his appear in the Oxford Dictionary of Humorous Quotations. It’s no wonder he’s the most cited wit – he was a true genius of language who knew exactly how to subvert it for his own ends. His sense…

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