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The 2006 ASTD Training & Performance Sourcebook by Patricia Phillips, Mel Silberman

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Activity 5

EARNING CUSTOMER CAPITAL: LEARNING TO INCREASE VALUE THROUGH EXCELLENT QUALITY AND SERVICE

Peter Garber

Peter Garber is the author of six business books and numerous articles and training tools. His most recent book is Giving and Receiving Performance Feedback (HRD Press, 2004). Peter has over 20 years' experience as a human resource professional with PPG Industries, Inc. Peter is also a frequent contributor to the Sourcebooks.

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Contact Information:PPG IndustriesOne PPG PlacePittsburgh, PA 15272415.434.2009garber@ppg.com

Overview

We have all had the experience at one time or another of being totally disappointed with the quality ...

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