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What is included with this book?
|Introduction If This is a Service Economy, Why am I Still on Hold?||p. 1|
|Truth Number 1: You Can't be Good at Everything||p. 13|
|Truth Number 2: Someone has to Pay for it||p. 55|
|Truth Number 3: It's Not your Employees' Fault||p. 87|
|Truth Number 4: You Must Manage your Customers||p. 119|
|Now Multiply it all by Culture||p. 157|
|Getting Bigger||p. 187|
|About the Authors||p. 245|
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