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  "path": "/opinion/2026/03/the-one-thing-you-must-know-in-customer-service-hal-becker.html",
  "publishedAt": "2026-03-15T16:30:00.000Z",
  "site": "https://www.cleveland.com",
  "textContent": "Empathy in customer service simply means recognizing that the person on the other end of the line is a human being having a bad moment -- and letting them know you get it, writes guest columnist Hal Becker.",
  "title": "The one thing you must know in customer service: Hal Becker"
}