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101 Activities for Delivering Knock Your Socks Off Service, June/2009
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101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
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Customer Service Training 101: Quick and Easy Techniques That Get Great Results, 3rd Edition, Dec/2018
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Delivering Knock Your Socks Off Service, Oct/2011
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Managing Knock Your Socks Off Service, 3rd Edition
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The Big Book of Customer Service Training Games
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The Big Book of People Skills Games
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Your Call Is (Not That) Important to Us: Customer Service and What It Reveals about Our World and Our Lives, Aug/2010
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