Highly recommending this book: the customer service survival kit by Richard S. Gallagher

In The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations, which not only help you to turn around virtually any customer issue but also give you the nuanced kills to be able to communicate effectively with just anyone.

While communication as an art form may be lost, it has become more important than ever. Today's crowded business landscape is extremely competitive, and although it may be easier to superficially reach customers, they are bombarded with so much information that is difficult to break through the noise. In addition, it is easy for customers to affect your business with their opinions.

This book is not only well written, the communication lessons within can be apply to almost any personal or professional situation.