Main The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations

The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations

Name: The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
Rating: 5.0 (4 reviews)
ISBN: 9780814431832

Gallagher, Richard S

5.0 / 5.0

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The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: The power of leaning into criticism Trigger phrases that can make bad situations worse The secret to helping people feel deeply heard in a crisis How to use the divide-and-conquer approach to safely deliver bad news Indispensable problem-solving tools How to become immune to intimidation How to wrap up transactions so that customers are happy And more! Best yet...

Request Code : ZLIB.IO18441577

Categories:

Year:

2022

Publisher:

AMACOM City: New York;NY;USA

Language:

English

ISBN 10:

0814431836

ISBN 13:

9780814431832