I have to confess, I have been reading this book for A LONG time now. I started it on a roadtrip to Minnesota for a family wedding on May 13th! Between my toddler and wrapping up the end of another school year, I haven't gotten too far in yet. As a Starbucks fan (my 18-month old daughter can say Starbucks and "Momma's coffee!") I do find the business aspect of customer service interesting so far. Remember, I am a teacher, I am not in the business world at all, so I can only read the book for about an hour at a time. Hopefully, now that school is out for the summer I will be able to report back soon!
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