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The Resource The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth, (electronic resource)

The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth, (electronic resource)

Label
The customer service survival kit : what to say to defuse even the worst customer situations
Title
The customer service survival kit
Title remainder
what to say to defuse even the worst customer situations
Statement of responsibility
Richard S. Gallagher ; foreword by Carol Roth
Creator
Contributor
Subject
Language
eng
Cataloging source
MiAaPQ
Index
index present
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth, (electronic resource)
Label
The customer service survival kit : what to say to defuse even the worst customer situations, Richard S. Gallagher ; foreword by Carol Roth, (electronic resource)
Link
http://libproxy.rpi.edu/login?url=https://ebookcentral.proquest.com/lib/connectny/detail.action?docID=1128244
Publication
Related Contributor
Related Location
Related Agents
Related Authorities
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Bibliography note
Includes bibliographical references and index
Color
multicolored
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
Dimensions
unknown
http://library.link/vocab/discovery_link
{'f': 'http://opac.lib.rpi.edu/record=b4057817'}
Extent
xvi, 189 p.
Form of item
  • online
  • electronic
Reproduction note
Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
Specific material designation
remote

Library Locations

    • Folsom LibraryBorrow it
      110 8th St, Troy, NY, 12180, US
      42.729766 -73.682577
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