The Customer Service Survival Kit

What to Say to Defuse Even the Worst Customer Situations
Product Number: EB00723583
Released: Apr 15, 2018
Business Term: 26 Circ
ISBN: #9780814431849
Publisher: AMACOM
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Description

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. The Customer Service Survival Kit 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 don'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.

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Author(s): Richard Gallagher
Original Publish Date: Mar 20, 2013

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