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

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. The book 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 skills.Issues 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.

Author: Richard Gallagher
Publisher: Amacom
Published: 03/20/2013
Pages: 208
Binding Type: Paperback
Weight: 0.50lbs
Size: 8.90h x 6.00w x 0.60d
ISBN13: 9780814431832
ISBN10: 0814431836
BISAC Categories:
- Business & Economics | Customer Relations
- Business & Economics | Business Communication | General
- Business & Economics | Consumer Behavior | General

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