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

Theworstcustomersituationsdemandmoreoffront-lineemployeesthangoodintentionsandtherightattitude.Thesekindsofissuescansendseasonedserviceprofessionalsintoredalert,andrequirethecommunicationskillsofacrisiscounselor.TheCustomerServiceSurvivalKitexplainshowtousetherightwordstoturnvolatilescenariosintocalmandproductivecustomerencounters.Anyonecanlearnthisdelicateartwiththebook’sblendofcleartechniques,lessonsfrombehavioralscience,casestudies,situation-specificadvice,andpracticeexercises.Readerswilldiscover:*Thepowerofleaningintocriticism*Triggerphrasesthatcanmakebadsituationsworse*Thesecrettohelpingpeoplefeeldeeplyheardinacrisis*Howtousethedivide-and-conquerapproachtosafelydeliverbadnews*Indispensableproblem-solvingtools*Howtobecomeimmunetointimidation*Howtowrapuptransactionssothatcustomersarehappy*Andmore!Bestyet,learningtohandleworst-casescenarioshasthespillovereffectofboostingtheskillsandconfidenceneededtodealeffectivelywithANYcustomer—thekeytoradicalimprovementsineveryorganization.