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About the author - Pg. vii

Abouttheauthor Shaun Belding is the CEO of The Belding Group of Companies, a performance development company with three divisions that include customer service training, mystery shopping and employee performance measurement. Shaun speaks interna- tionally, and is recognized as one of the leading global experts on customer service, service recovery and building positive workplaces. You can subscribe to Shaun's weekly newsletter Winning at