Customer Service Representative Tools - Free Download

I came across a wonderful customer service ppt that lists approximately 80 tools that one can use in difference scenarios. Some of the tools like:
Above and Beyond the Call of Duty
Acknowledge Customer’s Needs
Acknowledge without encouraging
Active Listening
Admitting Mistakes
Allowing Venting
Apologize
Appropriate Nonverbal
Appropriate Smiles
Arranging Follow-Up
Assurances of Effort
Assurances of Results
Audience Removal
Bonus Buyoff
etc..
Best of all that is a free download. <link outdated-removed> ( Search On Cite | Search On Google )

Here is a comprehensive customer service presentation for the benefit of all. Hope you will find it useful

Thank you so much. this really helpful. my Laptop crashed and i lost all my data.. all this is so helpful to rebuild all my data.