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The customer service survival kit : what to say to defuse even the worst customer situations

Author: Richard S Gallagher; Carol Roth
Publisher: New York : AMACOM, ©2013.
Edition/Format:   Computer file : EnglishView all editions and formats
Summary:

The worst customer situations demand more of front-line employees than good intentions and right attitude. This book explains how to use right words to turn volatile scenarios into calm and  Read more...

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Document Type: Computer File
All Authors / Contributors: Richard S Gallagher; Carol Roth
ISBN: 0814431836 9780814431832 9780814431849 0814431844
OCLC Number: 874340845
Description: xvi, 189 Seiten
Contents: Foreword / by Carol Roth --
Acknowledgments --
Introduction --
Why worst-case scenarios matter --
Understanding the "uh-oh" moment --
Tools for defusing a customer crisis --
Leaning into criticism --
Achieving deep acknowledgment --
Avoiding trigger phrases --
Divide and conquer : the safe way to deliver bad news --
Powerful problem solving: beyond "yes we can" and "no we can't" --
Reframing your message --
Grounding an angry outburst --
Becoming immune to intimidation --
The wrap-up --
Your worst customer situations --
solved! --
You're the boss --
Don't you know who I am? --
The concert that never was --
I'll be suing you --
Quelling a social-media firestorm --
Just plane terrible --
Anger management --
Not so smart --
Beyond the worst case --
When talking isn't enough : keeping yourself and your customer safe --
From customer crisis to excellent service : lessons for the whole --
Appendix solutions to putting learning into practice exercises --
References --
Index --
About the author.
Responsibility: Richard S. Gallagher ; foreword by Carol Roth.

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