To help you focus your self-reflection, I conducted a strictly unscientific survey of my social network on Facebook and LinkedIn.

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If your boyfriend appeared in my therapy office, I would empathize with his feelings of inferiority and low self-worth, discover their source, and invite him to take a look at his fragile ego.

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From my experience, there are a few good ways to do that: make online self-service links prominent on your website and always offer them anywhere you provide your customer support number, integrate online help throughout key processes, promote Web and self-service resources in telephone hold messages, let call center agents notify customers of self-service options, and reply to email questions with the link to self-service content to re-enforce self-service availability.

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