The customer service survival kit : what to say to defuse even the worst customer situations

The customer service survival kit what to say to defuse even the worst customer situations

Proven strategies for handling any customer crisis.

Bibliographic Details
Main Author: Gallagher, Richard S. (-)
Other Authors: Roth, Carol
Format: eBook
Language:Inglés
Published: New York : AMACOM c2013.
Edition:1st edition
Subjects:
Customer services.
Customer relations.
See on Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627679006719
Table of 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.

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