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If you want to pass the customer service class with an A grade, here is the exam review note. It covers chapters 8-12. I also sell review notes for chapters 1-4, and chapters 5-7.
Typology: Exams
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4 communication process:
Why listen?
3 importance of body language:
Avoid business etiquette blunders:
10 listening techniques:
5 web-driven service technology:
5 common negative language:
8 telephone tips: