{ "item_title" : "I Am Not a Robot", "item_author" : [" Heather L. Crain "], "item_description" : "Customer service is changing.Artificial intelligence is everywhere. Automation is growing. Companies are becoming more efficient than ever before.Yet customers still want the same thing they have always wanted: To be heard.To be understood.To be treated like human beings.I Am Not a Robot: The Long Lost Art of Human Customer Service is the definitive training manual for customer service professionals, customer success managers, team leaders, trainers, call center supervisors, business owners, and anyone responsible for creating exceptional customer experiences in the age of AI.Part practical guide, part leadership handbook, and part certification curriculum, this comprehensive resource teaches the skills that technology cannot replace: empathy, communication, ownership, trust-building, critical thinking, and human connection.Inside you'll discover: - How to build instant rapport and customer trust- Proven de-escalation techniques for difficult conversations- Customer psychology and emotional intelligence strategies- CRM documentation best practices- Escalation management frameworks- Customer retention and loyalty principles- Customer journey mapping techniques- Leadership skills for frontline professionals- AI-era customer service strategies- Trainer discussion guides and role-play exercises- Reflection questions for personal growth- Customer service certification exam materialsWhether you're just beginning your customer service career or leading an entire support organization, this book provides the tools, mindset, and practical skills needed to thrive in a rapidly changing world.The future of customer service does not belong to robots.It belongs to professionals who know how to combine technology with humanity.Because customers may forget policies.They may forget processes.They may even forget products.But they never forget how they were treated.In the age of artificial intelligence, being human is no longer the minimum requirement.It's the competitive advantage.", "item_img_path" : "https://covers2.booksamillion.com/covers/bam/9/79/818/360/9798183605761_b.jpg", "price_data" : { "retail_price" : "24.99", "online_price" : "24.99", "our_price" : "24.99", "club_price" : "24.99", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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