From the course: Providing Legendary Customer Service

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Levels of expectations

Levels of expectations

From the course: Providing Legendary Customer Service

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Levels of expectations

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- [Woman] I want to tell you a quick story about two brothers, Tom and Tim. They were twins and had one of those twin bonds that you hear about. They had so many shared experiences that they almost knew what the other one was thinking, almost. Although the brothers were close, they didn't share everything in each other's lives. One important thing that they had in common was that they were both independent, and kind of private when it came to money. A few years ago, Tom moved to a city 100 miles away from Tim. The brothers decided to meet for lunch in a town between their homes. They lived far enough apart that they didn't get together very often. A few things you need to know about the brothers. Both have been highly successful. Tim's career was going well, and he made a high salary. Tom, on the other hand, was going through a tough time. His business was in trouble and money was tight. He was optimistic about…

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