I'm a Quality Assurance Coach at a customer service call center. We are having a couple of days dedicated to our employees and how to make their jobs easier. I'm looking for some literature that I can gather to make a best practices packet. I'm looking for best "phrases" to use. Example. Instead of saying "I'm not your adjuster" say "Let me direct you to the person handling your case, here's there name and number". Anyone know where I might find some info on this? Thanks

Hi Lisa,

I can wholeheartedly recommend "Up your service!" by Ron Kaufman. I did a review on my site on this page:

While it isn't a collection of "best phrases" (but I doubt that is what you need), it describes in great detail about creating a 'can do' attitude.

Hope this helps,

Erwin Steneker
customerservicepoint.com