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by Ron Willingham (Author), Willingham (Author)
In the last decade, billions of dollars have been spent on process improvement and reorganization, most of which generally failed to achieve the desired increases in productivity. Sadly, the result was fear, distrust, paranoia, and low employee and manager morale.
Ron Willingham is the chairman of Integrity Systems, an international sales- and customer-service training firm. He is the author of seven books, including Hey, I'm the Customer, Integrity Selling, When Good Isn't Good Enough, and The Best Seller. He lives in Phoenix, Arizona.
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