The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations

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Richard Gallagher Carol Roth

The Customer Service Survival Kit

What to Say to Defuse Even the Worst Customer Situations

Richard Gallagher, Carol Roth

$32.99

Paperback

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English

Amacom
29 May 2019

Customer services

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 TheCustomer 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.

By: Richard Gallagher
Foreword by: Carol Roth
Imprint: Amacom
Country of Publication: United States [Currently unable to ship to USA: see Shipping Info]
Edition: Special ed.
Dimensions: Height: 90mm, Width: 61mm, Spine: 6mm
Weight: 1g
ISBN: 9780814431832
ISBN 10: 0814431836
Pages: 208
Publication Date: 29 May 2019
Audience: General/trade , ELT Advanced
Format: Paperback
Publisher's Status: Active

RICHARD S. GALLAGHER is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills.