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 A Milestone Book
This book was recommended by a colleague ten years ago, and made an enormous difference in my work and life.
Zemke summarized here, in clearer and better terms than ever before, how crucial skills in handling the inevitable foul-ups in customer service could spell the difference between business success and failure.
It looks like the book may be out of print, supplanted by another Zemke effort. If so, I hope that the new "edition" does not lose the focus and language of this one. You will judge your own efforts, as well of those you lead, by the success criteria outlined here!
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