The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations Book + PRICE WATCH * Amazon pricing is not included in price watch

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

Paperback. Pub Date :2013-03-01 Pages: 208 Language: English Publisher: Amacom 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 ba...Read More

from£11.46 | RRP: £11.99
* Excludes Voucher Code Discount Also available Used from £4.29
  • Blackwell

    The worst customer situations demand more of front-line employees than good intentions and right attitude. This book explains how to use right words to turn volatile scenarios into calm and productive customer encounters. It helps readers to...

  • 0814431836
  • 9780814431832
  • Richard S. Gallagher
  • 1 May 2013
  • Amacom
  • Paperback (Book)
  • 208
As an Amazon Associate we earn from qualifying purchases. If you click through any of the links below and make a purchase we may earn a small commission (at no extra cost to you). Click here to learn more.

Would you like your name to appear with the review?

We will post your book review within a day or so as long as it meets our guidelines and terms and conditions. All reviews submitted become the licensed property of www.find-book.co.uk as written in our terms and conditions. None of your personal details will be passed on to any other third party.

All form fields are required.