The customer service survival kit what to say to defuse even the worst customer situations
Proven strategies for handling any customer crisis.
| Autor principal: | |
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| Otros Autores: | |
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM
c2013.
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| Edición: | 1st edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627679006719 |
Tabla de Contenidos:
- 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.
