The customer service survival kit : what to say to defuse even the worst customer situations /: what to say to defuse even the worst customer situations. (2013)

• Record Type: Book
• Further Information: Note: Richard S. Gallagher, MA MFT.
• Other Names: Gallagher, Richard S
• 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.
• Publisher Details: New York : AMACOM American Management Association
• Publication Date: 2013
• Extent: 1 online resource
• Subjects: 658.8/12; BUSINESS & ECONOMICS / Customer Relations; Customer services; Customer relations; BUSINESS & ECONOMICS -- Customer Relations; Customer relations; Customer services; BUSINESS & ECONOMICS / Sales & Selling / General; Electronic books
• Languages: English
• ISBNs: 9780814431849; 0814431844
• Related ISBNs: 9780814431832; 0814431836
• Notes: Note: Includes bibliographical references and index.; Note: Print version record.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.