v6.2.3 - moving along, a point increase at a time

Picked my topic!

OK, so I did some searching on our wonderful library databases and I found an article in the Harvard Business Review on customer service. Since my observation paper was of customer service interactions, it makes sense that I pick a written text that deals with customer service.I've read the article, reviewed the observation data, and outlined what I am analyzing, now I just need to do the analysis.
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