I really hate to generalize, but I am beginning to think that many service givers are suffering from a disease I call E.D.S. - Empathy Deficiency Syndrome. Some of the symptoms include apathy, boredom, and an amazing ability to look right at a customer and not see a thing. Does your organization suffer from E.D.S.? Can you identify a customer struggling with your system, your forms, your processes, your website, your policies?

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