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Video of How to Know How Much They Know: Customer Service Training 101 in Customer Service course by Don Crawley, Author of The Compassionate Geek channel, video No. 102 free certified online
http://www.doncrawley.com Have you ever called tech support and had to listen as the support rep explained concepts to you that you already knew? We've all had that happen and it is annoying. Of course, the support rep is trying to be helpful, but he's wasting your time and his with superfluous explanations.