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Title: The Worst customer service book ever!!
Review: In almost all his examples, the customer was wrong. managers and owners who take farrell's advice deserve to go out of business. his advice is essentailly do anything to humiliate the employees if that's what it takes to keep the unimaginably obnoxious customers happy. if waiter threw a dollar tip in the face of a party of 20, meaning that the waiter worked all evening for free, i would NEVER reward that customer with a gift certificate.good employees are harder to come by than customers.
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