Customer Service Survival Kit What to Say to Defuse Even the Worst Customer Situations

ISBN-10: 0814431836

ISBN-13: 9780814431832

Edition: 2013

Authors: Richard S. Gallagher, Carol Roth

List price: $17.95
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Description:

The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book’s blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: • The power of leaning into criticism • Trigger phrases that can make bad situations worse • The secret to helping people feel deeply heard in a crisis • How to use the divide-and-conquer approach to safely deliver bad news • Indispensable problem-solving tools • How to become immune to intimidation • How to wrap up transactions so that customers are happy • And more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with ANY customer—the key to radical improvements in every organization.
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Book details

List price: $17.95
Copyright year: 2013
Publisher: Amacom
Publication date: 3/20/2013
Binding: Paperback
Pages: 208
Size: 6.00" wide x 9.00" long x 0.50" tall
Weight: 0.726
Language: English

Rich Gallagher is an author and expert on management practices and business issues. He is a speaker and commentator on talk radio and in trade publications, and has been an monthly columnist for The Business Journal.

Carol Roth is a former kindegarten teacher who has her master's degree in early childhood education. She has numerous children's books in print, including The Little Yellow School Bus and Little Bunny's Sleepless Night.  Carol has two children and three grandchildren and lives in New Jersey with her husband.Sean Julian lives in Bristol, England.  He is the illustrator of the popular UK series Little Rex.

Foreword
Acknowledgments
Introduction
Why Worst-Case Scenarios Matter
Understanding the "Uh-Oh" Moment
Why Worst-Case Scenarios Are Important
Good Intentions Are Not Enough
Tools for Defusing a Customer Crisis
Leaning Into Criticism
Step 1: Hand Their Complaints Back to Them
Step 2: Use "Wow" Words
Step 3: Steal All Their Good Lines
Step 4: Never Defend Yourself First
Why Leaning In Is So Hard
Putting Learning into Practice
Achieving Deep Acknowledgment
Why We Don't Acknowledge Demanding Customers
The Four Powerful Levels of Response
Acknowledgment: Your Key to Handling Any Situation
Putting Learning into Practice
Avoiding Trigger Phrases
The Other Golden Rule
Trigger Phrases and How You Can Avoid Them
Less Is Often More
Putting Learning into Practice
Divide and Conquer: The Safe Way to Deliver Bad News
Step 1: A Good Introduction That Prepares the Customer
Step 2: A Proactive Summary That Moves the Customer Toward a Solution
Step 3: An Empathetic Response to the Customer's Reactions
Putting Learning into Practice
Powerful Problem Solving: Beyond "Yes We Can" and "No We Can't"
Step 1: Clarify the Other Person's Needs
Step 2: Frame Your Response
Step 3: Create Incentives
Step 4: Respond to Objections
A New Way to Solve Problems
Putting Learning into Practice
Reframing Your Message
How Reframing Works
When Reframing Is a Bad Idea
A New Perspective
Putting Learning into Practice
Grounding an Angry Outburst
Understanding Customer Anger
Step 1: Use the Highest Acknowledgment Level Possible
Step 2: Ask Assessment Questions
Step 3: Shift the Discussion
Working in the Red Zone
Putting Learning into Practice
Becoming Immune to Intimidation
Angry Customers vs. Toxic Entitlement
The Basics of Nonreactivity
Putting Nonreactivity to Work
Can Entitled Customers Change?
Putting Learning into Practice
The Wrap-Up
Understanding Good Closings
The Right Ending: A Good Beginning
Putting Learning into Practice
Your Worst Customer Situations-Solved!
You're the Boss
Lean Into the Customer's Biggest Concerns
Ask Good Questions
Respond to Threats with "Can-Do" Language
The Law of Reciprocity
Don't You Know Who I Am?
Mirror the Customer's Emotions
Explore the Options
Use the LPFSA
Show a Personal Interest
The Concert That Never Was
Talk with the Customer First
Practice Creative Service Recovery
Respond to the Public
I'll Be Suing You
Do Not-Repeat, Do Not-Defend Yourself First
Explore Solutions
Frame the Benefits
Quelling a Social Media Firestorm
Be Real
Be Quick
Reach Out to the Person Behind the Keyboard
Trust the Will of the Crowd
Just Plane Terrible
Be Present
Deliver the Bad News in Stages
Reframe the Situation
Don't Take It Personally
Anger Management
Frame the Situation
Acknowledge Bruno
Frame Your Response
Execute the Endgame
Relationship Building
Not So Smart
Meet the Customer Where He Is
Explore the Deeper Question
Make the Customer Feel Good
Beyond the Worst Case
When Talking Isn't Enough: Keeping Yourself and Your Customer Safe
Situational Awareness: Trusting Your Gut
Reacting to Risk
Don't Go It Alone: Have a Safety Plan
From Customer Crisis to Excellent Service: Lessons for the Whole Organization
Creating a Service Culture
Managing Internal Conflict
Personal Growth
Communicating as an Organization
The Bottom Line
Appendix Solutions to Putting Learning into Practice Exercises
References
Index
About the Author
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