HOW TO WIN FRIENDS & INFLUENCE PEOPLE - Commented Book
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Do You Know What I'm Doing?
"I'm sorry, and as a representative of the company, I apologize," he says. "As I sat here and listened to your side of the story, I could not help being impressed by your fairness and patience" One customer refused to pay a penny of the disputed charge, but the other five all gave the company the best of it. He certainly did, and got quite a kick out of it.
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