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1
by Evenson, Renee
Published 2011
American Management Association
Table of Contents: “... it with a smile: telephone contacts -- Looking before you leap: e-customer contacts -- Giving when getting...”
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2
by Evenson, Renee
Published 2018
AMACOM
Table of Contents: “... -- Giving when getting is not expected : self-service contacts -- Calming the storm : customer complaint...”