As you’re probably aware, communications right before, during and after a disaster will be critical to getting out o dodge, finding family members, or helping others stay alive. With the Internet, cell-phone towers and potentially even satellites being down, you may have to rely on HAM radio and other two-way radio services to send and receive precious bits of intel.

Check out these downloads below to start learning, and be sure to print out the shorter ones for offline use.

The Customer Service Survival Kit PDF Free Download

The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations - Kindle edition by Gallagher, Richard. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations. Certificate Templates. You don’t need a degree in design to make beautiful certificates — commemorate any achievement at the touch of a button with the help of JotForm. Simply link an existing form to your chosen Certificate PDF Template to instantly convert submissions into beautifully designed PDFs. The Customer Service Survival Kit: Customer Service Essentials Point of Contact Group P.O Box 4023, Ithaca, NY 14852 www.pointofcontactgroup.com Course objectives Improve your interpersonal skills with customers. Have shorter, easier customer transactions. Know how to handle any customer in any situation. Learn how to work better with less stress.

Activities that are sensitive to the new revolution taking place in customer service and meeting customer demands. Identification and creation of memorable experiences for your customer service representatives and their customers. A valuable treasure of resources whether you are a seasoned veteran, a trainer/facilitator with middle-of-the. Apr 10, 2013 The Customer Service Survival Kit helps us to diffuse even the worst emotional and intentional customer complaints, and step by step helps the customer service representative diffuse the anger and angst of those stressful situations in a calm, reflective manner. Whereas customer service is and has always been all about communication, Mr.

Ethics and Operating Procedures for The Radio Amateur (3rd Edition) Ot solutions laptops & desktops driver.

This manual is much more than how to be polite when using amateur radio: it’s a very good intro into the world of HAM radios. Get it here for free.

FREQUENCY / CHANNEL CHART FRS / GMRS TRANSCEIVERS in the United States

This frequency list gets updated quite often, so in addition to printing it out, you may also want to save the link to come back to it for the latest update.

FEMA’s Community Emergency Response Team PowerPoint Presentation

Though not very in-depth, this presentation will give you a quick overview of the most common alternative communications methods, with their pros and their cons. Get it here.

Basic Radio Communications for Dispatchers

Learning to communicate effectively during a disaster is paramount to getting the message across. This 40 page guide will teach you that and more. Get it here.

Two-Way Radio Protocol

Short and sweet, print this one out to always know the golden rules of radio communications, as well as the NATO alphabet. Get it here.

Guide to Radio Communications Standards for DEM Emergency Responders

Yet another guide for spelling and etiquette – this one from the Rhode Island Govt. It’s only 8 pages long, so short enough to print. Download here.

FRS RADIOS THE EQUIPMENT AND THE OPERATION

The Customer Service Survival Kit Pdf Free Download Adobe Reader

A short PowerPoint presentation introduction to the world of FRS / GMRS. Get it here as a pdf.

HAM Radio Terms Glossary

If you’re new to the world of HAM radio and wonder what all the new terms mean, this PDF explains them all. Get it here.

Successful Disaster Preparedness Supplemental Communications Plan using the Personal Radio Services

if you’re looking to set up a neighborhood communications plan via the Family Radio service, this document will guide you through the steps, and offer lots of suggestions you may not have thought of. Get it here.

Authorized Frequency Usage

If you want to know which frequencies you can and cannot use legally, this 26-page guide will tell you all about it. Download here.

Morse code charts

The Customer Service Survival Kit Pdf Free Download Pdf

This document has way more than just the Morse code, which you’ll conveniently find on page 1 for you to print out. You also get the Japanese Wabun code, the Greek Morse code, and many more – which you probably won’t use but are still fun for you check out. Get it here.

updated 10/29/2020 by Dan Stevens

344

For some of my friends it’s hard to believe it, but I do love working in customer support. There’s a certain kind of joy that comes from helping people, that can hardly be felt if you’re just interacting with machines all day. However, for every 50 customers who are all happy and grateful, there’s always one or two who sound upset, angry, demanding, frustrated, or all of above.

The customer service survival kit pdf free download pc

This one angry customer usually had the most impact on my mood, no matter how many friendly and pleasant interactions I’ve had before that day. When I was quite stressed on my own due to external circumstances, one APPALLED person shouting in ALL CAPS could easily leave me helpless. It’s changed a lot in the last few weeks, all due to one book recommended by a colleague – The Customer Service Survival Kit by Richard S. Callagher.

The guidelines covered there is collected from training materials for policemen, hostage negotiators, crisis counselors, or marriage therapists, backed up by psychological research and wrapped up together with a nice dose of humor. Some of the tips sound very counterintuitive at first, but they all work amazingly well since the first time I dared to apply them. I no longer freak out when dealing with angry customers, cause now I have some perfect guidelines to follow. Here is a couple of them:

The Customer Service Survival Kit Pdf

Lean into the criticism and don’t defend yourself

Imagine I arrive at your store shouting:

– I paid $500 for this piece of crap that doesn’t work at all, you freaking cheaters better give me money back!

What’s the first thing that comes to your mind when you hear that? If you’re anything like me and most people, I bet it’s not remotely similar to: “Oh no, you must have had a really terrible experience with us! Please tell me more about this”.

The Customer Service Survival Kit Pdf Free Download 64 Bit

I know what you’re thinking – if you give up and agree with me even though I’m terribly wrong, I will treat this as a proof that it’s all your fault, and become even more angry and demanding. Actually, the opposite is true. If you start defending yourself, the whole conversation will revolve around who’s right and who’s wrong without moving anywhere close to a solution. On the other hand, if you manage to make me feel heard and understood, this will diffuse the tension, and eventually get me listening to you. And the easiest way to make people feel heard is to…

Validate their feelings

You don’t have to agree with me to acknowledge the fact that I have certain feelings about the situation, and the full right to feel them. If I’m having a bad day I might be clearly overreacting to what has happened, but blowing things out of proportion happens to all of us sometimes.

Even if it’s all my fault and the smartphone doesn’t work because I broke it myself, or I simply didn’t read the instructions and have been trying to turn it on with the volume button for the whole time, in the world as I see it

The Customer Service Survival Kit PDF Free Download