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Those working in any college store are bound to run into complaints and a disgruntled consumer or two. How you handle that situation could mean the difference between earning a customer for life or losing them the minute they walk out the door or hang up the phone.

At MSU Bookstore, Montana State University, Bozeman, Katie Erickson, general merchandise manager, is rewriting the book on customer service, or at least the manual.

“We have a customer service/employee handbook or manual,” she said. “I started looking at it and it was not that helpful.”

In revising the manual, Erickson started researching customer service online and discovered some of the best tips in an unusual spot halfway around the world.

Read more about it in this week's Campus Marketplace.


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