Unbreakable Customer service

Customer service should never cost you your peace, dignity, or sense of self. In *Unbreakable: Don’t Let This Shit Stress You*, author and longtime customer-service professional Sarnia Coke delivers an honest, practical survival guide for employees working behind phones, counters, chats, and screens. Drawing from more than twenty years of customer-service experience, Sarnia provides powerful strategies for handling difficult customers, calming tense interactions, communicating with confidence, setting professional boundaries, documenting abusive behavior, and recovering after emotionally exhausting encounters. Inside, readers will discover ready-to-use scripts, reflection exercises, workplace communication tools, and a 30-day action plan for becoming stronger, calmer, and more confident on the job. This book reminds customer-service employees that professionalism does not mean accepting disrespect. You can provide excellent service, protect your mental well-being, and refuse to carry every customer’s anger home. Stay skilled. Stay grounded. Protect your peace—and don’t let this shit stress you.