Coverart for item
The Resource The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth

The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth

Label
The customer service survival kit : what to say to defuse even the worst customer situations
Title
The customer service survival kit
Title remainder
what to say to defuse even the worst customer situations
Statement of responsibility
Richard S. Gallagher ; foreword by Carol Roth
Creator
Subject
Language
eng
Summary
"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
Cataloging source
DLC
http://library.link/vocab/creatorName
Gallagher, Richard S
Dewey number
658.8/12
Index
index present
LC call number
HF5415.5
LC item number
.G3468 2013
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/subjectName
  • Customer services
  • Customer relations
  • Customer relations
  • Customer services
Label
The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth
Instantiates
Publication
Bibliography note
Includes bibliographical references (pages 179-181) and index
Carrier category
volume
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
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
Control code
ocn815824903
Dimensions
23 cm
Extent
xvi, 189 pages
Isbn
9780814431832
Lccn
2012040797
Media category
unmediated
Media MARC source
rdamedia
System control number
  • (OCoLC)815824903
  • (Sirsi) a1716500
Label
The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth
Publication
Bibliography note
Includes bibliographical references (pages 179-181) and index
Carrier category
volume
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
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
Control code
ocn815824903
Dimensions
23 cm
Extent
xvi, 189 pages
Isbn
9780814431832
Lccn
2012040797
Media category
unmediated
Media MARC source
rdamedia
System control number
  • (OCoLC)815824903
  • (Sirsi) a1716500

Library Locations

    • Central Library, Jesse H. Jones BuildingBorrow it
      500 McKinney St., Houston, TX, 77002, US
      29.759431 -95.369953
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