{"product_id":"the-customer-service-survival-kit-what-to-say-to-defuse-even-the-worst-customer-situations-9780814431832","title":"The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations","description":"\u003cp\u003e\u003cstrong\u003eIssues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot.\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003eBy providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication.\u003c\/p\u003e\u003cp\u003eIn \u003cem\u003eThe?Customer Service Survival Kit\u003c\/em\u003e, you'll find tangible tips and tricks to help you discover: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003ehow to lean into criticism, \u003c\/li\u003e\n\u003cli\u003ehow to avoid trigger phrases that can make bad situations worse, \u003c\/li\u003e\n\u003cli\u003ethe secret to helping people feel heard, \u003c\/li\u003e\n\u003cli\u003ehow to safely deliver bad news, \u003c\/li\u003e\n\u003cli\u003eand how to become immune to intimidation--among many other skills.\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003e\u003cem\u003eThe Customer Service Survival Kit\u003c\/em\u003e recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Amacom\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 03\/20\/2013\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9780814431832\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 208\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.50lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.90h x 6.00w x 0.60d","brand":"Richard Gallagher","offers":[{"title":"Default Title","offer_id":42917048418485,"sku":"9780814431832","price":16.14,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0473\/0804\/6492\/products\/img_5458d3fe-d0c4-4e22-9dfc-8d707bef5361.jpg?v=1687276245","url":"https:\/\/pastforward.org\/products\/the-customer-service-survival-kit-what-to-say-to-defuse-even-the-worst-customer-situations-9780814431832","provider":"Past Forward","version":"1.0","type":"link"}