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Filled with specific defusing tactics and key behavioral insights, this new edition shows how to reduce stress, find the right words to say, and handle hostile customers with ease and confidence.

Produktbeschreibung
Filled with specific defusing tactics and key behavioral insights, this new edition shows how to reduce stress, find the right words to say, and handle hostile customers with ease and confidence.
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McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide