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Hi there. Let me start by introducing the author, his name is Theo Hauer but he doesn't like when people use his full name. The favorite hobby for him and his kids is fitness and now he has time to take on new things. He currently lives in Idaho. Dispatching is how he makes money but soon his wife and him will start their own business. Go to his website to find out more: http://iwantitnow.walkme.com/what-are-good-customer-service-skills-the-modern-rules-of-support/