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.
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