Everyone has probably had some experience with a customer service representative who was engaged and, unfortunately, with at least one who was disengaged. Reflect on those experiences as you create a post in which you respond to the following questions:

• Without naming the company, describe a time when you interacted with an engaged employee. When you interacted with an engaged customer service representative, how did it make you feel about the brand? What did the person do that demonstrated engagement? How did it feel when you walked away from the experience?
• Without naming the company, describe a time when you interacted with a disengaged employee. When you interacted with a disengaged customer service representative, how did you feel about the brand? What did the person do that demonstrated engagement? How did it feel when you walked away from the experience?
• How were the two interactions different? How did they influence your choices as a consumer or customer?

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