Close
Enter your search into one or more of the boxes below:
You can refine your search by selecting from any of the options below:
Search
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations: What to Say to Defuse Even the Worst Customer Situations

The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations: What to Say to Defuse Even the Worst Customer Situations (Paperback)

£13.99
Despatched in 2 business days.
Order now for Free delivery in the UK or choose Express Delivery to receive in 2 business days.
More on delivery...

Synopsis

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.

BusinessBusiness & managementSales & marketingCustomer services Publisher: Amacom Publication Date: 20/03/2013 ISBN-13: 9780814431832  Details: Type: Paperback Format: Books
Availability: Despatched in 2 business days. Login for Quick Checkout Add to Basket

RICHARD S. GALLAGHER is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills.

More books by Richard S. Gallagher

Leave Review

Delivery

Delivery Options

All delivery times quoted are the average, and cannot be guaranteed. These should be added to the availability message time, to determine when the goods will arrive. During checkout we will give you a cumulative estimated date for delivery.

Location 1st Book Each additional book Average Delivery Time
UK Standard Delivery FREE FREE 3-5 Days
UK First Class £4.50 £1.00 1-2 Days
UK Courier £7.00 £1.00 1-2 Days
Western Europe** Courier £17.00 £3.00 2-3 Days
Western Europe** Airmail £5.00 £1.50 4-14 Days
USA / Canada Courier £20.00 £3.00 2-4 Days
USA / Canada Airmail £7.00 £3.00 4-14 Days
Rest of World Courier £22.50 £3.00 3-6 Days
Rest of World Airmail £8.00 £3.00 7-21 Days

** Includes Austria, Belgium, Denmark, France, Germany, Greece, Iceland, Irish Republic, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden and Switzerland.

Delivery Help & FAQs

Returns Information

If you are not completely satisfied with your purchase*, you may return it to us in its original condition with in 30 days of receiving your delivery or collection notification email for a refund. Except for damaged items or delivery issues the cost of return postage is borne by the buyer. Your statutory rights are not affected.

* For Exclusions and terms on damaged or delivery issues see Returns Help & FAQs

You might also like

Design. Think. Make. Break. Repeat: A...
(Paperback)
Martin Tomitsch; Cara Wrigley;...
 
 
£28.00
 
Walking the Design for Six SIGMA...
(Hardback)
Carl Cordy
 
 
£46.95
 

Currently out of stock

Customers the Day After Tomorrow: How...
(Paperback)
Steven Van Belleghem
 
 
£29.95
 
The Internet and the ...
(Hardback)
Stefano Ronchi
 
 
£90.00
 
Latest Blog
The Mexican--US Border: Where the Imagination Flourishes…
19/01/2018

Tim Baker reflects on the literary impact of the Mexican-US border and lists some of his favourite novels set in this notorious region.

Johann Hari Takes Issue with the Concept of Self-Help
18/01/2018

Johann Hari explains why, in order to feel better, we must stop being 'you', in favour of being 'us', being 'we', becoming part of the group.

Jealousy, Rivalry, Insecurity, Frustration... Non Pratt Explores the World of Female Teenage Friendships
16/01/2018

Non explores friendship in YA novels and especially those that depict the imperfect middle ground.

View all Blog Entries
Twitter
Show/Hide Tweets
© W&G Foyle Ltd