The Customer Service Survival Kit: What to Say to Defuse Even

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

By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. TheÂ Customer Service Survival KitÂ recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills.Issues with customers can send even the most seasoned service professionals into red alert. But you donâ€™t need to be a crisis counselor to effectively communicate your way out of a difficult spot. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.
Country USA
Brand Amacom
Manufacturer AMACOM
Binding Paperback
ItemPartNumber 9780814431832
ReleaseDate 2013-03-20
UnitCount 1
EANs 9780814431832

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