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Imperial Library
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Index
Cover
Copyright
Acknowledgments
Introduction
If This Is a Service Economy, Why Am I Still on Hold?
Chapter 1
Truth Number 1: You Can’t Be Good at Everything
Chapter 2
Truth Number 2: Someone Has to Pay for It
Chapter 3
Truth Number 3: It’s Not Your Employees’ Fault
Chapter 4
Truth Number 4: You Must Manage Your Customers
Chapter 5
Now Multiply It All by Culture
Chapter 6
Getting Bigger
Conclusion
Notes
Index
About the Authors
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