The customer service survival kit :: what to say to defuse even the worst customer situations /
Proven strategies for handling any customer crisis.
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
New York :
AMACOM American Management Association,
[2013]
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | Proven strategies for handling any customer crisis. |
| Beschreibung: | 1 online resource |
| Bibliographie: | Includes bibliographical references (pages 179-181) and index. |
| ISBN: | 9780814431849 0814431844 |
Internformat
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| 245 | 1 | 4 | |a The customer service survival kit : |b what to say to defuse even the worst customer situations / |c Richard S. Gallagher ; foreword by Carol Roth. |
| 264 | 1 | |a New York : |b AMACOM American Management Association, |c [2013] | |
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| 504 | |a Includes bibliographical references (pages 179-181) and index. | ||
| 505 | 0 | |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. | |
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| 520 | |a Proven strategies for handling any customer crisis. | ||
| 650 | 0 | |a Customer services. |0 http://id.loc.gov/authorities/subjects/sh85034965 | |
| 650 | 0 | |a Customer relations. |0 http://id.loc.gov/authorities/subjects/sh85034963 | |
| 650 | 6 | |a Service à la clientèle. | |
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| 650 | 7 | |a Customer services |2 fast | |
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Datensatz im Suchindex
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| adam_text | |
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| author | Gallagher, Richard S. |
| author_facet | Gallagher, Richard S. |
| author_role | |
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| 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 -- Appendix solutions to putting learning into practice exercises -- References -- Index -- About the author. |
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| 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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| spelling | Gallagher, Richard S. The customer service survival kit : what to say to defuse even the worst customer situations / Richard S. Gallagher ; foreword by Carol Roth. New York : AMACOM American Management Association, [2013] 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier Includes bibliographical references (pages 179-181) 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. Description based on print version record. Proven strategies for handling any customer crisis. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Customer relations fast Customer services fast Nonfiction. overdrive Business. overdrive has work: The customer service survival kit (Text) https://id.oclc.org/worldcat/entity/E39PCGYtykgRBvbTcw84dBFvXm https://id.oclc.org/worldcat/ontology/hasWork Print version: The customer service survival kit New York : AMACOM American Management Association, [2013] 9780814431832 (paperback) (DLC) 2012040797 FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=538972 Volltext |
| spellingShingle | Gallagher, Richard S. The customer service survival kit : what to say to defuse even the worst customer situations / 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. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Customer relations fast Customer services fast Nonfiction. overdrive Business. overdrive |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85034965 http://id.loc.gov/authorities/subjects/sh85034963 |
| 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 ; foreword by Carol Roth. |
| title_fullStr | The customer service survival kit : what to say to defuse even the worst customer situations / Richard S. Gallagher ; foreword by Carol Roth. |
| title_full_unstemmed | The customer service survival kit : what to say to defuse even the worst customer situations / Richard S. Gallagher ; foreword by Carol Roth. |
| title_short | The customer service survival kit : |
| title_sort | 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 | Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Customer relations fast Customer services fast Nonfiction. overdrive Business. overdrive |
| topic_facet | Customer services. Customer relations. Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. Customer relations Customer services Nonfiction. Business. |
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