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 bookas blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: ac The power of leaning into criticism ac Trigger phrases that can make bad situations worse ac The secret to helping people feel deeply heard in a crisis ac How to use the divide-and-conquer approach to safely deliver bad news ac Indispensable problem-solving tools ac How to become immune to intimidation ac How to wrap up transactions so that customers are happy ac 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 customerathe key to radical improvements in every organization.What to Say to Defuse Even the Worst Customer Situations Richard S. Gallagher, Carol Roth ... response to, 68a69 observation, 30, 32a34 openaended questions, 14 opening statement, 10a11 options, 122a123 in bad news delivery, 56a57, ... safety plan, 163 Other Golden Rule, 41 overcompensation, for error, 128 paraphrasing, 14, 20, 30a32, 128, 140 examples, 171 perceptions of customersanbsp;...
|Title||:||The Customer Service Survival Kit|
|Author||:||Richard S. Gallagher, Carol Roth|
|Publisher||:||AMACOM Div American Mgmt Assn - 2013|