Contents
3 Set Goals and Build Commitment
6 Define Customer Service Success and Failure
[HOW-TO] 7 Structure of a Story
Create an ENVIRONMENT for Winning
10 Encourage Collaboration and Build Relationships
11 Value Diversity and Inclusion
[HOW-TO] 14 Stylistic Elements
17 Help Others Find Passion for Their Work
[HOW-TO] 19 The Element of Surprise
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