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We pride ourselves on saving you time, so we've made most of our publications available so you can order, download and read. It's almost instantaneous. In this section you can browse, buy, download and use. It takes just a few minutes.

  • One Amazon reviewer called this "the Bible of customer service". While focusing on government situations, the skills are applicable to any sector -- retail, restaurant, hotel, NGO and more.
    $38.95 $21.95 Defusing Hostile Customers Workbook (3rd Edition) (E-Book Download)
    There's always going to be rude, insulting, aggressive and angry customers. You've met them. They chew up your time, threaten, bully, cajol, even cry in order to get what they want from you and your company. And it costs big...