Ask anyone who's ever served some time in customer service and it's a safe bet they'll have a horror story or...several...about the customers they served. Loudmouthed, abusive, lecherous...these stories run the gamut of cringe. Yet we all know that our customers are the lifeblood of any business: since the ultimate goal is to make money, we need customers to meet that goal. So how do we get our contact centers to focus on the customer? The process might be simpler than you think.