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It takes a skilled leader, diplomat, expert on services or product, a little psychology, and magager of employees to negotiate between the customer leaving happy and making sure the company doesnt sustain a loss. THer will always be assholes in the world, but IMO if one attempts to create a win/win situation in their daily interactions they will.
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To confine our attention to terrestrial matters would be to limit the human spirit.- Stephen Hawking
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