"The Customer Service Survival Kit" by Richard Gallagher was really good and packed a lot of info into a short book.
Mixes rules (of-thumb ofc) with productive anecdotes, and also explains what fears play into customer interactions. Guiding principle is to acknowledge what the other person feels and wants, and then find good and non-sleazy frames to continue. I liked the point that all interactions go smoother once you're confident that you can handle worst-case interactions. #amReading
I noticed that despite nodding along, I wasn't really good at doing the exercises (role-playing them with friends would probably be very useful – if we know each other and you're interested, ping me?).
And for much of it, I'll have to think a lot about how to translate it to non-US culture.
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