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The Resource The Customer Service Survival Kit, Richard Gallagher

The Customer Service Survival Kit, Richard Gallagher

Label
The Customer Service Survival Kit
Title
The Customer Service Survival Kit
Statement of responsibility
Richard Gallagher
Creator
Contributor
Subject
Language
eng
Summary
The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: The power of leaning into criticism Trigger phrases that can make bad situations worse The secret to helping people feel deeply heard in a crisis How to use the divide-and-conquer approach to safely deliver bad news Indispensable problem-solving tools How to become immune to intimidation How to wrap up transactions so that customers are happy And more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with ANY customer?the key to radical improvements in every organization
http://library.link/vocab/creatorName
Gallagher, Richard
Nature of contents
dictionaries
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Overdrive Inc
http://library.link/vocab/subjectName
  • Business
  • Nonfiction
Label
The Customer Service Survival Kit, Richard Gallagher
Link
Instantiates
Publication
Dimensions
unknown
Form of item
online
Isbn
9780814431849
http://library.link/vocab/ext/overdrive/overdriveId
dee9367a-aa5e-4f5a-9d60-996c0d90c2d7
Sound
unknown sound
Specific material designation
  • other
  • remote
System details
  • Adobe EPUB eBook
  • Kindle Book
  • OverDrive Read
Label
The Customer Service Survival Kit, Richard Gallagher
Link
Publication
Dimensions
unknown
Form of item
online
Isbn
9780814431849
http://library.link/vocab/ext/overdrive/overdriveId
dee9367a-aa5e-4f5a-9d60-996c0d90c2d7
Sound
unknown sound
Specific material designation
  • other
  • remote
System details
  • Adobe EPUB eBook
  • Kindle Book
  • OverDrive Read

Library Locations

    • Glencoe Public LibraryBorrow it
      320 Park Ave, Glencoe, IL, 60022, US
      42.134070 -87.757900