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Title: This just angered me greatly!
Review: Where do I begin to express the contempt in which I hold this book? If the authors truely believe the rubbish they spew forth, then they obviously have never done a days work on the front line in their life. Their book condones irrational and argumentative behaviour on the side of the customer, something we employees have to deal with all too often. To expect an employee to have to get walked all over with a smile on their face is just plain wrong. The customer is not always right and they most certainly are not the boss.
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