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rules of customer service Shep HykenI recently planned a small two-day meeting for about 25 people. This was the second year of this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back. And, we did. (more…)

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