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Having worked with people who provide excellent customer service (not in tech), trust me when I tell you - it is hard. Quite often you need to do what is not natural, quite often you deal with angry people who take anger out on you when you did nothing to deserve it, and quite often you need to tel people "no" - to know the few times when the customer is not right - and that, I really need to tell you, is the hardest part of all.
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