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My review does not have the "Amazon Verified Purchase" label because I personally did not buy the book. My company bought this book at amazon.com for our team. Read morePublished on June 8, 2010 by D. Schultz
This was a good, readable and useful book. Though spending a lot of space on various kinds of service interaction was beyond the scope, that's all this book really needs to be... Read morePublished on June 8, 2010 by Sean P. Moran