How to Give Exceptional Customer Service, Volume 2

Specific phrases, vocal techniques and ways to save and build rapport with customers, 2 ways to save time on every phone call, specific techniques for dealing with customers who cannot speak English, what to do when an angry customer verbally attacks you or your people, how to enforce unpopular policies so customers understand and cooperate, emotional trigger words you must never use, what to do when you reach the "boiling point" with a customer.