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Copyright - Pg. iv

The material in this course is adapted from Delivering Knock Your Socks Off Service, Revised Edition, copyright 1998, 1991 by Performance Research Associates; Knock Your Socks Off Answers, copyright 1995 by Performance Research Associates; and Tales of Knock Your Socks Off Service, copyright 1998 by Performance Research Associates. Reprinted by permission of the publisher, AMACOM, a division of American Management Association International, New York, NY. All rights reserved. http://www.amacombooks.org. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the authors and the publisher are not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Delivering Knock Your Socks Off Service, Knock Your Socks Off Service, and Customers from Hell are registered trademarks of Performance Research Associates, Inc. ©2001 Performance Research Associates, Inc., and American Management Association. All rights reserved. Illustrations by John H. Bush. Copyright ©John H. Bush, 2001. This material may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America. 10 9 8 7