Case Study
Approach[3]
[3] Turn to page 264 to compare your thoughts with those of the author.
Yesterday Mr. G was promoted to the role of supervisor in a department where customer relations has top priority. In fact, Mr. Big told him he received the promotion because of his outstanding skills with people and his contagiously positive attitude.
Mr. G is pleased with the opportunity and hopes that it will be the first step on a path that will bring him additional promotions. He decides on the following approach.
First, he thinks he can eliminate all training in how to handle customers by being an ideal model. He feels strongly that to work well ...
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