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The Art of Thinking will expand your repertoire of strategies for asking questions
On Great Service : A Framework for Action Condition:Well Read get a good burpImproving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on site observation of the strategies and practices of such companies as
