The most awful customer circumstances demand even more of front-line workers than great intents and the ideal attitude. These kinds of issues could send out seasoned service specialists right into red alert, and need the communication skills of a crisis therapist. The Customer Service Survival Kit explains the best ways to utilize the appropriate words to turn unstable scenarios right into tranquil and also efficient consumer encounters. Anyone can discover this delicate art with the book's blend of clear strategies, lessons from behavior science, study, situation-specific suggestions, and also technique exercises. Viewers will uncover: – The power of leaning right into criticism – Trigger phrases that can make bad scenarios even worse – The secret to assisting individuals really feel deeply listened to in a situation – How to use the divide-and-conquer strategy to securely deliver bad news – Indispensable analytic tools – How to become unsusceptible to intimidation – How to wrap up purchases so that customers more than happy – And more! Best yet, learning to take care of worst-case scenarios has the spillover impact of increasing the skills and confidence had to deal properly with ANY customer– the secret to extreme improvements in every company.
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations – Kindle edition by Richard S. Gallagher, Carol Roth. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations.