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|a Serie El Arte de Negociar
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|a La revolución del servicio -- La empresa orientada al cliente -- La creatividad empresarial -- Casos célebres de creatividad para servir -- El servicio desde adentro: obstáculos y facilitadores -- Empresas de excelencia en el servicio en nuestro medio -- Futurología, prospectiva y servicios por crear -- Herramientas prácticas para el instructor
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