The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
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Book Overview Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your ...
Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot.
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.
In The?Customer Service Survival Kit, you'll find tangible tips and tricks to help you 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.
The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. 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.
Book Details Format: Paperback | Publisher: HARPERCOLLINS LEADERSHIP | ISBN: 0814431836
FormatPaperback
ISBN0814431836
EAN9780814431832
PublisherHARPERCOLLINS LEADERSHIP
Publication Date2013-03-20
AccessoriesNo Accessory
ConditionNew
Product TypeQUALITY PAPERBACK BOOKS
Weight0.5 Pounds
Length8.9 Inches
Width6.0 Inches
Height0.6 Inches
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