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The customer service survival kit : what to say to defuse even the worst customer situations / Richard S. Gallagher ; foreword by Carol Roth.

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Proven strategies for handling any customer crisis.

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Bibliographic Details
Online Access: Full Text (via O'Reilly/Safari)
Main Author: Gallagher, Richard S.
Format: eBook
Language:English
Published: New York : AMACOM American Management Association, [2013]
Subjects:
Customer services.
Customer relations.
Customer relations
Customer services
Table of 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.

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