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We are told that, if you're not confident, you should just "fake it til you make it."

This is great--in theory. In practice, sometimes "faking it" can have extremely real and terrible consequences, which these people found out the hardest of hard ways.

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We all have those days where it takes every ounce of our self control not to blow a gasket. If you work in customer service, or in any field where you work with people, it's infinitely harder to make it through those days without completely melting down. The good news is, there is a solution: a very kind, cordial, professional way to say exactly what you wish you could.

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