Table of Contents
PART 1: BEFORE THE CUSTOMER ARRIVES
EPISODE 1: A Tale of Two Businesses
EPISODE 2: Pay Attention to Your Environment
EPISODE 3: Little Things Matter
EPISODE 4: Your Wait Time is Approximately...Forever
EPISODE 5: Customer Service 101: The Basics of Bad Customer Service
EPISODE 6: A Playful Way to Annoy Your Customers
EPISODE 7: Dealing with Irate Customers
EPISODE 9: Using Proper English and Grammar Can Only Hurt Your Career
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