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The Customer Rules

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1.
10 points
Words have the power to dispirit or ______.
2.
10 points
They say the devil is in the _______.
3.
10 points
Customer service is not a department, it's a __________.
4.
10 points
To customers, the ______ things are the big things.
5.
10 points
When talking about professionalism, Lee says "Don't dress for the job you have, dress for the job you want."
6.
10 points
Your communication skills are seen as a meaure of your professionalism, intelligence, preparation and _______.
7.
10 points
It makes sense that the first and last impressions have a tremendous influence on a customer's lasting impression.
8.
10 points
Human are wired to pay attention to the negative rather than the ______- it's an evolutionary mechanism designed to keep us from danger.
9.
10 points
Products and Services are needs; wants are about the experience of obtaining them.
10.
10 points
What T.V. show does Lee refer to about a song in Rule #25?
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