Customer Service: How to Survive it includes a set of drills that make all the difference.

Myles Pang has developed drills that take each one of the major principles and demonstrate to the student that the principles are true and workable. The drills are designed to bring about certainty and confidence that the techniques will work if applied.

One of the drills demonstrates conclusively that a customer service rep is a liability if he/she does not smile to every customer whether on the phone or in person.

Another drill will show the student how to rise above the feeling of being lower classed or a servant in the face of condescending demands.

These drills will change the attitude and behavior of the customer service rep. Their lessons will last a lifetime.