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With 25 years' experience working with hundreds of customer service teams around the world, Brent Finnamore brings you the ultimate formula of practical, proven, use-immediately tools and skills to manage customers and colleagues in any situation. It's all here - creating the right impression, mistake-proofing, handling upset customers, getting reliable commitments from colleagues, managing expectations, saying No without saying No, changing peoples' minds, gaining agreement, building trust, overcoming resistance and objections, creating innovative options for customers and getting more things done without working harder or longer. If you are a customer service professional, salesperson or manager, this book will be your daily guide to higher performance.