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Library of Congress Cataloging-in-Publication Data

Gallagher, Richard S.

The customer service survival kit : what to say to defuse even the worst customer situations / Richard S. Gallagher.

    pages    cm

Includes bibliographical references and index.

ISBN 978-0-8144-3183-2 (pbk.)—ISBN 0-8144-3183-6 (pbk.) 1. Customer services. 2. Customer relations. I. Title.

HF5415.5.G3468 2013
658.8′12—dc23

2012040797

© 2013 Richard S. Gallagher
All rights reserved.
Printed in the United States of America.

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Printing number

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