Ross Shafer is the writer/producer of HR training films on Customer service, Leadership, and Motivation. He is the author of the business books, The Customer Shouts Back, Customer Empathy, Nobody Moved Your Cheese, Are You Relevant? Ross is also the founder of the Customer Empathy Institute in conjunction with Calif. State Univ. at Monterey Bay…which helps coach leaders to understand the changing mindsets of evolving customers.
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