The Customer Service Survival Kit

What to Say to Defuse Even the Worst Customer Situations

by Richard Gallagher

On Sale: 03/20/2013

Price: $17.95

Book Summary

The right words can transform volatile scenarios into calm and productive encounters. But this book is about more than talk--it’s about making sure your customers are happy.

About the Book

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. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers 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.Issues with customers can send even the most seasoned service professionals into red alert. But you don’t need to be a crisis counselor to effectively communicate your way out of a difficult spot. 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.

Product Details

  • ISBN: 9780814431832
  • ISBN 10: 0814431836
  • Imprint: AMACOM
  • On Sale: 03/20/2013
  • Pages: 208
  • List Price: $17.95
  • Publisher: AMACOM
  • Publication Date: 03/20/2013
  • Trim Size: 152.000mm x 229.000mm x 12.000mm
  • Weight: 339.000gr
  • Category 1 : BUSINESS & ECONOMICS / Business Communication / General
  • Category 2 : BUSINESS & ECONOMICS / Consumer Behavior
  • Category 3 : BUSINESS & ECONOMICS / Customer Relations
  • Category 4 : BUSINESS & ECONOMICS / Decision-Making & Problem Solving