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Molly, a customer service representative for an insurance company, was rude to one of her customers. The customer immediately contacted Molly s supervisor and lodged

Molly, a customer service representative for an insurance company, was rude to one of her customers. The customer immediately contacted Mollys supervisor and lodged a complaint. Mollys supervisor then reprimanded Molly and recorded the incident in her file. Molly has made a conscious effort ever since not to repeat the same mistake. This best exemplifies/

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