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Lesson 1: Make People Feel Seen

Design customer service experiences with joy and connection in mind. Prioritize presence and personalization.

Although many companies optimistically advertise products as “one size fits all,” hardly anything that feels perfect for one person will feel the same for another. Human beings are just too amazingly varied.

Instead of seeing this uniqueness as a hindrance, restauranteur Will Guidara suggests viewing it as a business opportunity – one that allows you to …

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