Description: Customer Service Survival Kit : What to Say to Defuse Even the Worst Customer Situations, Paperback by Gallagher, Richard S.; Roth, Carol (FRW), ISBN 0814431836, ISBN-13 9780814431832, Like New Used, Free shipping in the US 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. Th 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 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.
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Return shipping will be paid by: Buyer
All returns accepted: Returns Accepted
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Book Title: Customer Service Survival Kit : What to Say to Defuse Even the Worst Customer Situations
Number of Pages: 208 Pages
Language: English
Publisher: Amacom
Item Height: 0.6 in
Publication Year: 2013
Topic: Business Communication / General, Customer Relations
Genre: Business & Economics
Item Weight: 8 Oz
Author: Richard S. Gallagher
Item Length: 9.1 in
Item Width: 6.1 in
Format: Trade Paperback
