The Customer Service Survival Kit

What to Say to Defuse Even the Worst Customer Situations

Business & Finance, Marketing & Sales, Customer Service, Consumer Behaviour, Business Reference, Business Communication
Cover of the book The Customer Service Survival Kit by Richard Gallagher, AMACOM
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Author: Richard Gallagher ISBN: 9780814431849
Publisher: AMACOM Publication: March 20, 2013
Imprint: AMACOM Language: English
Author: Richard Gallagher
ISBN: 9780814431849
Publisher: AMACOM
Publication: March 20, 2013
Imprint: AMACOM
Language: English

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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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