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<BR><!--beginarticle--><PRE>You can't afford to identify too emotionally with
the customer here. When you want to do more than
you can, they wonder why you don't. If you are
kind but firm about the situation, they put the
blame where it belongs ( not on you ).
Andrew Anderson</PRE><PRE> </PRE><PRE>Incredibly well said! I think I will frame those words for when I need them, Thank you, Andrew.</PRE><PRE>Diane
<BR>Diane Hofstetter</PRE></body>
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