Coverart for item
The Resource The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth

The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth

Label
The customer service survival kit : what to say to defuse even the worst customer situations
Title
The customer service survival kit
Title remainder
what to say to defuse even the worst customer situations
Statement of responsibility
Richard S. Gallagher ; foreword by Carol Roth
Creator
Subject
Language
eng
Cataloging source
DLC
http://library.link/vocab/creatorName
Gallagher, Richard S
Dewey number
658.8/12
Index
index present
LC call number
HF5415.5
LC item number
.G3468 2013
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/subjectName
  • Customer services
  • Customer relations
Label
The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
Contents
Foreword / by Carol Roth -- Acknowledgments -- Introduction -- Why worst-case scenarios matter -- Understanding the "uh-oh" moment -- Tools for defusing a customer crisis -- Leaning into criticism -- Achieving deep acknowledgment -- Avoiding trigger phrases -- Divide and conquer: the safe way to deliver bad news -- Powerful problem solving: beyond "yes we can" and "no we can't" -- Reframing your message -- Grounding an angry outburst -- Becoming immune to intimidation -- The wrap-up -- Your worst customer situations -- solved! -- You're the boss -- Don't you know who i am? -- The concert that never was -- I'll be suing you -- Quelling a social-media firestorm -- Just plane terrible -- Anger management -- Not so smart -- Beyond the worst case -- When talking isn't enough : keeping yourself and your customer safe -- From customer crisis to excellent service : lessons for the whole organization -- Appendix solutions to putting learning into practice exercises -- References -- Index -- About the author
Dimensions
23 cm
Extent
xvi, 189 pages
Isbn
9780814431832
Isbn Type
(pbk.)
Lccn
2012040797
Media category
unmediated
Media MARC source
rdamedia
System control number
  • ocn815824903
  • (OCoLC)815824903
Label
The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
Contents
Foreword / by Carol Roth -- Acknowledgments -- Introduction -- Why worst-case scenarios matter -- Understanding the "uh-oh" moment -- Tools for defusing a customer crisis -- Leaning into criticism -- Achieving deep acknowledgment -- Avoiding trigger phrases -- Divide and conquer: the safe way to deliver bad news -- Powerful problem solving: beyond "yes we can" and "no we can't" -- Reframing your message -- Grounding an angry outburst -- Becoming immune to intimidation -- The wrap-up -- Your worst customer situations -- solved! -- You're the boss -- Don't you know who i am? -- The concert that never was -- I'll be suing you -- Quelling a social-media firestorm -- Just plane terrible -- Anger management -- Not so smart -- Beyond the worst case -- When talking isn't enough : keeping yourself and your customer safe -- From customer crisis to excellent service : lessons for the whole organization -- Appendix solutions to putting learning into practice exercises -- References -- Index -- About the author
Dimensions
23 cm
Extent
xvi, 189 pages
Isbn
9780814431832
Isbn Type
(pbk.)
Lccn
2012040797
Media category
unmediated
Media MARC source
rdamedia
System control number
  • ocn815824903
  • (OCoLC)815824903

Library Locations

    • Vancouver Public Library - Central Branch Borrow it
      350 West Georgia Street, Vancouver, BC, V6B 6B1, CA
      49.280188 -123.114755
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