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    uires clear communication and intention.
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    Defusing difficult or angry customers calmly and assertively benefits the company, the customer, and the service representative. Managing any difficult situation requires clear communication and intention. Y
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    mly and assertively benefits the company, the customer, and the service representative. Managing any difficult situation requires clear communication and intention.
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    the customer, and the service representative. Managing any difficult situation requires clear communication and intention.
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    uires clear communication and intention. You improve with practice. And the rewards – both in terms of personal and bottom line profit are great. The key lies in your ability to manage yourself so that you c

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