officearrow. (May17, 2010). 4 tips for better phone communication. [Video file]. Retrieved from https://www.youtube.com/watch?v=Kv3q2vcGq74
Golden, M. (Feb. 26, 2018). Do these 3 things to immediately De escalate. [Video file]. Retrieved from https://www.youtube.com/watch?v=tJ9FbJoSjVo
Skillsoft YouTube. (Aug. 21, 2018). Handling Customer Complaints: Defusing Frustration. [Video file]. Retrieved from https://www.youtube.com/watch?v=WphIXqTp_es
Freshworks Academy. (Jan. 4, 2018). Writing emails in customer support: 6 tips you can use (ACTIONABLE). [Video file]. Retrieved from https://www.youtube.com/watch?v=St2lAL0i5Qk&feature=youtu.be
Freshworks Academy. (Jan. 18, 2018). 5 ingredients of EXCEPTIONAL support emails. [Video file]. Retrieved from https://www.youtube.com/watch?v=b7xlr3TYDWc
Stauning, S. (Sept. 27, 2013). Managing Customer Expectations - Part 1. [Video file]. Retrieved from https://www.youtube.com/watch?v=7f53x4gJhBg
Stauning, S. (Sept. 27, 2013). Managing Customer Expectations - Part 2. [Video file]. Retrieved from https://www.youtube.com/watch?v=1a2C7jCjvi4