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Materias: “…Front Nacional de Catalunya…”

Tabla de Contenidos: “…shut up -- Ask questions, lots of questions -- Jargon is a wall between you and the customer -- 10 power words you must use -- Assure accountability -- Always get buy-in for your response times -- Don't make promises you can't keep -- The art of the pivot -- Master difficult situations -- Complaints should come with bows on them -- Listening is a start, understanding is the goal -- Cater to your customers with this service process -- Focus on what you can do, not on what you can't -- Making it right is more important than being right -- Let upset customers punch themselves out -- What to do when the customer won't stop talking -- The art of framing -- Sales techniques that help close the deal -- Use your authority -- Don't blame the policy for the problem -- Fine print isn't always so fine for customers -- Handling customer service "experts" -- When a complaint is a scam -- Handle nightmare customers -- Applying what you know when the heat is on -- There's no silver bullet for a hand grenade -- 13 go-to tactics for defusing angry customers -- How to draw the line with a customer -- How to handle customer threats -- What to do when a customer with an audience goes crazy -- Understand the digital front lines -- The channel impacts the message -- Privacy and security are the new triggers -- Good email is an art -- The social customer is here to stay -- Be your customer's hero -- What really makes a hero-class customer experience? …”

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