Rosanne D"Ausilio contends that Customer Service Representatives are crucial in retaining customers, and the key is soft-skills training - and retraining. She sees training as a continuous process - not an event. In humorous, accessible prose punctuated with lively illustrations, D"Ausilio covers such points as reconciling mixed messages with quality; awareness tips for fast talkers; dealing with communication breakdown; handling conflict; productive responses to stress; hardening of the attitudes; and much more.