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The customer service survival kit : what to say to defuse even the worst customer situations /
Proven strategies for handling any customer crisis.
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM American Management Association,
[2013]
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Gallagher, Richard S. | |
| 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] | |
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
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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. | |
| 588 | |a Description based on print version record. | ||
| 520 | |a Proven strategies for handling any customer crisis. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 1 | 7 | |a Nonfiction. |2 overdrive |
| 650 | 7 | |a Business. |2 overdrive | |
| 776 | 0 | 8 | |i Print version: |t The customer service survival kit |d New York : AMACOM American Management Association, [2013] |z 9780814431832 (paperback) |w (DLC) 2012040797 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9780814431832/?ar |z Texto completo (Requiere registro previo con correo institucional) |
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