The customer service survival kit: what to say to defuse even the worst customer situations
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
New York
AMACOM American Management Association
2013
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Beschreibung: | Includes bibliographical references and index 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 -- Appendix solutions to putting learning into practice exercises -- References -- Index -- About the author Proven strategies for handling any customer crisis |
| Beschreibung: | 1 Online-Ressource (pages cm) |
| ISBN: | 9780814431849 0814431844 9780814431832 0814431836 |
Internformat
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| 245 | 1 | 0 | |a The customer service survival kit |b what to say to defuse even the worst customer situations |c Richard S. Gallagher, MA MFT. |
| 264 | 1 | |a New York |b AMACOM American Management Association |c 2013 | |
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| 500 | |a Includes bibliographical references and index | ||
| 500 | |a 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 -- Appendix solutions to putting learning into practice exercises -- References -- Index -- About the author | ||
| 500 | |a Proven strategies for handling any customer crisis | ||
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| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 4 | |a Wirtschaft | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Customer relations | |
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Datensatz im Suchindex
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| author | Gallagher, Richard S. |
| author_facet | Gallagher, Richard S. |
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| building | Verbundindex |
| bvnumber | BV042743660 |
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| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:08:38Z |
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| isbn | 9780814431849 0814431844 9780814431832 0814431836 |
| language | English |
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| publishDate | 2013 |
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| spelling | Gallagher, Richard S. Verfasser aut The customer service survival kit what to say to defuse even the worst customer situations Richard S. Gallagher, MA MFT. New York AMACOM American Management Association 2013 1 Online-Ressource (pages cm) txt rdacontent c rdamedia cr rdacarrier Includes bibliographical references and index 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 -- Appendix solutions to putting learning into practice exercises -- References -- Index -- About the author Proven strategies for handling any customer crisis BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations fast Customer services fast Wirtschaft Customer services Customer relations http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=538972 Aggregator Volltext |
| spellingShingle | Gallagher, Richard S. The customer service survival kit what to say to defuse even the worst customer situations BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations fast Customer services fast Wirtschaft Customer services Customer relations |
| title | The customer service survival kit what to say to defuse even the worst customer situations |
| title_auth | The customer service survival kit what to say to defuse even the worst customer situations |
| title_exact_search | The customer service survival kit what to say to defuse even the worst customer situations |
| title_full | The customer service survival kit what to say to defuse even the worst customer situations Richard S. Gallagher, MA MFT. |
| title_fullStr | The customer service survival kit what to say to defuse even the worst customer situations Richard S. Gallagher, MA MFT. |
| title_full_unstemmed | The customer service survival kit what to say to defuse even the worst customer situations Richard S. Gallagher, MA MFT. |
| title_short | The customer service survival kit |
| title_sort | the customer service survival kit what to say to defuse even the worst customer situations |
| title_sub | what to say to defuse even the worst customer situations |
| topic | BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations fast Customer services fast Wirtschaft Customer services Customer relations |
| topic_facet | BUSINESS & ECONOMICS / Customer Relations Customer relations Customer services Wirtschaft |
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