Website Search
Find information on spaces, staff, and services.
Catalog Search
Books
The customer service survival kit : what to say to defuse even the worst customer situations
- Author / Creator
- Available as
- Online
- Summary
-
Proven strategies for handling any customer crisis.
Details
- Creator
- Richard S. Gallagher ; foreword by Carol Roth
- Format
- Books
- Language
- English
- Contributors
- Publication
-
- 1st edition
- New York : AMACOM, c2013
- Physical Details
-
- 1 online resource (208 p.)
- text file
- ISBNs
- 9780814431849, 0814431844, 9781299159938, 1299159931, 0814431836
- OCLC
- ocn843943846
- Description based upon print version of record.
- Includes bibliographical references and index.
- English
- 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