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• Being the Bearer of Bad News
• Compare Yourself to the Best
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• How to Deal with Customer Complaints: The Perfect Thing to Say
• How to Handle Lost Luggage: A Lesson from the Airlines
• How to Measure Customer Retention
• How to Transform the Customer Experience
• It’s Not Where You Are. It’s Where You’re Going.
• Old School Ideas Can Have a Big Impact
• Smile and the World Smiles with You—Unless it's Fake
• The Difference Between Repeat Customers and Loyal Customers