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Graduate Level Service; Turning Lemons into Lemonade

I was sitting there, holding the phone away from my ear to soften the shouting of the customer on the other end. Without having ever met me, this person just about hates me. This is probably the worst-case scenario when you are contacted by a customer/client. If you’ve worked in customer service or had to manage a customer service team, then you know this is a profession riddled with challenging situations on a daily basis. What often goes unrecognized though, is the opportun


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