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The art of persuasion: 5 things you can say to get better service

It isn’t the horse that makes the wagon go. It’s the carrot you put in front of his nose.

5 things you should never say to a TSA screener

It happened to Ann Holley again last week. As she passed through the security checkpoint at Atlanta's busy airport, she asked a TSA agent to "opt out" of being screened by a full-body scanner.

6 things a customer service representative won’t tell you

It’s not your fault. When you call a company’s “800” number with a problem, no one tells what to say – or what not to say.

Want better service? 6 things you should never say

Several years ago, I wandered into an art gallery at a Colorado ski resort. I was drawn to the work of a young painter who specialized in wildlife art, and asked the gallery owner how I could contact the artist.
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