Problem: Article: Speak slowly and clearly. Don’t mumble. Think (quickly) about what you’re going to say before you say it. Remember that calls may be monitored and recorded. If English is your second language and you find customers have difficulty understanding you, consider taking English as a Second Language classes. You can find in-person and online classes. Some online resources are free to use. Stay friendly at all times. Don’t be negative, condescending or confrontational, regardless of what the customer says. Use formalities and an upbeat tone of voice. Try saying, “Please,” “Thank you,” “You’re welcome,” and “I’m sorry to hear that.” Don't take anything customers tell you personally, and don’t tell customers to “calm down.” Provide such customers with empathy and a solution. After the call, take a few seconds to breathe if you can, smile and move on to the next call.  One of the most important traits of a good call center agent is the ability to stay calm under pressure.  Try saying, “We truly appreciate your feedback,” “I’ll do my best to assist you,” and other pleasantries, using the customer’s name often.  To the customer, you are a representative of the company who’s speaking on the phone. They won’t always be respectful and may even seem to blame you for their issue with the company. Ask questions that have “yes” or “no” answers. Steer the conversation back to its focus as needed. Avoid personal topics or comments about the weather unless you need to kill time while something loads on your end. If you need to leave work and the call isn’t resolved, try saying, “This sounds like this is something my colleague can help you with.” Pay attention to detail. Don’t assume you know what customers need before they finish explaining the issue. Make sure that customers are satisfied as best you can before you terminate the call.  Customers report that only half of call center agents address their concerns with an appropriate answer. Repeating the customer’s problem back to them can help convey to them that you understand their concerns. Find out when a call should be transferred, for instance, to a supervisor or manager. Ask your supervisor under what circumstances should you transfer a call elsewhere. Recognize if the caller has an issue you are unable to resolve yourself. Then advise the customer in a positive way that you’re going to transfer the call.  For example, if the customer is specifically requesting a rebate, and you are unable to issue one, you may need to transfer the call. Instead of saying “I don’t handle that,” try saying, “[Person or department] can help you with that.”
Summary: Develop your communication skills. Be polite. Handle upset customers. Shorten excessive conversation. Make a good impression. Transfer the call if necessary.

INPUT ARTICLE: Article: There are certain paints that are specially formulated to stick to metal and it’s important that you choose one that works with metal outside. Paints that work well for metal fences include:  Enamels: Enamel paint is ideal for iron fencing and gates. Usually, you'll need to treat the surface with a rust-inhibiting primer. Automotive epoxy paint: The benefits of automotive epoxy are, it's a 1-step process and is very durable. You will have to mix in a hardener with this paint, which does force you to get the job done within about 6 hours. Because they're often intricately designed, you can paint small iron fences by hand but large areas may require spraying to get optimum coverage. A single heavy coat of enamel or automotive epoxy paint sprayed on is usually is enough to create a strong finish.  If you want to spray the paint on, you need to decide between using a paint sprayer or cans of spray paint. Spray paint is only really appropriate for painting small fences. If you use brushes, be sure to use brushes that are compatible with your type of paint. For instance, if you are using enamel paint, look for brushes that say they can be used with enamel paint. In general, it’s hard to paint a metal fence with a roller because there are few large, flat surfaces. The exception is chain-link fence, because you can run the roller along the surface of the fence and paint it very quickly and thoroughly. It’s important to look at the forecast before you start painting because a bit of rain or scorching hot temperatures can both negatively impact your paint job. Aim for a day that will not have rain but has overcast skies, as this will allow your paint to dry at the correct pace. Most paints that are made for painting metal work best when applied over a rust-resistant primer. Choose a primer that comes in a spray can, can be sprayed with a sprayer, or that can be brushed or rolled on, whichever method you prefer. As you apply the primer, be sure that you cover every surface of the fence. Allow the primer to dry completely before applying the paint. Look at the information on your primer’s container to determine how much time it will take to dry but typically it takes about 24 hours. Start at one end of the fence and work your way down it. Make sure to paint every surface as you go and clean up any drips that happen right away.  If using a sprayer or spray can, spray downwind and wear a respirator. Keep a brush handy to clean up drips. Even if you opt for a sprayer or a roller, it’s important to keep a brush in arms reach. This will allow you to do any touch-up work that needs to be done right away.

SUMMARY: Choose a type of paint that will adhere to metal. Choose to use a brush or sprayer. Pick a dry, temperate day to do the painting. Apply a primer. Apply the paint to your metal fence.

In one sentence, describe what the following article is about: Coffee flavored ice-cream is a tasty treat that doesn’t require an appreciation for drinking coffee. Even those with sensitive palates can usually enjoy a scoop of coffee flavored ice cream. By eating coffee ice cream you are enjoying coffee mixed with ice cream. If you enjoy this, you can learn to start drinking coffee. Similar to the idea of enjoying coffee ice cream, coffee flavored beer works in the same way. Since the craft beer revolution of the past decade, nothing is too wild for beer. A popular ingredient for a late fall porter is coffee. Only try this if you like an array of different beers, and are of legal age.  A good quality brewery will mix cold brewed coffee into beer, and you will be able to taste it. It’s not for everyone, but it could nudge you in the right direction. Yes, there is an authentic coffee cake that actually has coffee in it. Some pastry chefs have gone over the standard crumble cake and have actually made a cake with coffee in it. The flavor is strong but sweet. Melted butter mixed with flour is a great catalyst for enjoying any type of taste. You could also purchase standard coffee crumble cake; this is an incredible combination to have with a real cup of coffee.
Summary: Eat coffee ice-cream. Enjoy coffee flavored beer. Try real coffee cake.

In one sentence, describe what the following article is about: This will allow you to have a clear view of the animals ear canal. Any hair that remains in the way may obstruct the thermometer and cause discomfort to your dog. Note that while ear thermometers are less invasive to the animal they can be less accurate if used improperly. If your dog has an ear infection, do not use the ear thermometer, as it will likely give you an inaccurate result and be painful to the dog. Indications of an ear infection are redness, swelling, discharge with an odor, and shaking or scratching excessively at the ears. You may want to have another person hold the dog's head to get enough control of the animal to do this. Be sure the thermometer is deep enough or it will not produce an accurate temperature reading. . If you don't have help, hold the dog's body between your legs to keep it still. At no time should you continue with this process if your dog is trying to bite you, as you will not get an accurate reading if the dog is fighting the process. This indicates a reading was successfully achieved. Depending on the brand and make of the thermometer, read times will vary. Remember, ear thermometers go very deep into the horizontal ear canal. Some dogs may object to the ear thermometer, sometimes even more so than to the rectal option.
Summary:
Lift the canine's ear and gently brush aside any hair that may be in the way. Look for signs of an ear infection. Position the thermometer deep into the dog's horizontal ear canal. Hold the thermometer in place and wait for it to beep. Remove the thermometer from the dog's ear gently.