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From Defusing Hostile Customers Workbook (Public Sector)
From If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber
From Perfect Phrases For Customer Service
Customer Service Interviews: Musing & Issues
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Free Video Course: Dealing With Difficult Customers
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Video 8a: Angry Customer Video: Understanding WHY Telephone Silence Works
Video 8: Learn How To Get An Angry Telephone Caller To Stop Ranting
Video 7: Psychology of Customer Anger
Angry Customer Video 5: Defuse early
Video 3: What’s in it for me, the customer service rep., to learn defusing skills
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