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Helping customers is sometimes made extremely difficult by their suppliers, in South Africa, dealing with Telkom SA is not always plain sailing. A customer has been without their business ADSL line since the 9th of December. Despite repeated “escalation” of the problem, the customer remains disconnected from the services they need to run their business. …

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One of the most difficult situations to deal with as a consultant when going into a business that is experiencing difficulties, is the doom and gloom employee. This is the employee, who is so mired in their own despair that they do not believe in anything other than failure. In many cases that I’ve seen, …

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