The customer service survival kit
Subtitle: what to say to defuse even the worst customer situations
By: Richard S. Gallagher ; foreword by Carol Roth
Publisher: AMACOM
Published: 2013
Language: eng
Number of pages: 189
ISBN-13: 9780814431832
Subjects: Customer services; Customer relations
Description: "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, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with ANY customer--the key to radical improvements in every organization."--Publisher's website.
Notes: Includes bibliographical references (pages 179-181) and index.
Table of contents: title: Foreword / by Carol Roth; title: Acknowledgments; title: Introduction; title: Why worst-case scenarios matter; title: Understanding the "uh-oh" moment; title: Tools for defusing a customer crisis; title: Leaning into criticism; title: Achieving deep acknowledgment; title: Avoiding trigger phrases; title: Divide and conquer: the safe way to deliver bad news; title: Powerful problem solving: beyond "yes we can" and "no we can't"; title: Reframing your message; title: Grounding an angry outburst; title: Becoming immune to intimidation; title: The wrap-up; title: Your worst customer situations; title: solved!; title: You're the boss; title: Don't you know who i am?; title: The concert that never was; title: I'll be suing you; title: Quelling a social-media firestorm; title: Just plane terrible; title: Anger management; title: Not so smart; title: Beyond the worst case; title: When talking isn't enough : keeping yourself and your customer safe; title: From customer crisis to excellent service : lessons for the whole; title: Appendix solutions to putting learning into practice exercises; title: References; title: Index; title: About the author.