The customer service survival kit : what to say to defuse even the worst customer situations

Type
Book
ISBN 10
0814431836 
ISBN 13
9780814431832 
Category
Business  [ Browse Items ]
Publication Year
2013 
Pages
189 
Biblio Notes
Notes:
Includes bibliographical references (pages 179-181) and index.

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.  
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