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

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Activity 10

CUSTOMER SERVICE: AN EXERCISE ON FEATURES VERSUS BENEFITS

Michelle R. Donovan

Michelle R. Donovan is the president and founder of Pinnacle Training Services, located near Pittsburgh, Pennsylvania. Michelle specializes in teaching a referral marketing system to business professionals and coaching adult educators on how to facilitate adult learning. Michelle is an adjunct faculty for both Penn State Beaver and the University of Pittsburgh. In addition, she is an instructor of the Working PeopleSmart program. Michelle is a certified Instructor of Trainers from Girl Scouts of the United States of America. Michelle is also a frequent contributor to the Sourcebooks.

Contact Information:402 Lindsay RoadZelienople, PA 16063724.538.4324 ...

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