CUSTOMER SERVICE, SKILLS FOR SUCCESS, 4e
Review Figure 3-3, page 65, with the class. Ask them to determine which phrases they use the most; have a volunteer list and count the number of phrases used the most. Review Ethical Dilemma 3.1 with the class. Ask for ways they would use to handle this situation. Get a consensus from the class and then review the possible solutions on page 84. ................
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