WHAT ADVERTISING CAN LEARN FROM CALL CENTRES

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This is the first in a new occasional series for the latest Labs podcast, in which Tom Roach and John Harrison, both partners at BBH, go outside advertising to talk to experts from other fields and bring back fresh insights.

This episode, Tom and John go to the coal face of customer service to meet Call Centre Workers – the undisputed experts in building instant rapport with even the most demanding of customers – and bring back 5 fascinating insights.

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