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

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By 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. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-lin By 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. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills.Issues with customers can send even the most seasoned service professionals into red alert. But you don’t need to be a crisis counselor to effectively communicate your way out of a difficult spot. 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.


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By 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. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-lin By 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. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills.Issues with customers can send even the most seasoned service professionals into red alert. But you don’t need to be a crisis counselor to effectively communicate your way out of a difficult spot. 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.

30 review for The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations

  1. 4 out of 5

    rixx

    Really really good and helpful. This is a short book that is full of helpful rules (of-thumb of course) and anecdotes that further your understanding of how to deal with customers. The author has an understanding of why and how customer interactions fail, and what fears are involved. It has solid guiding principles like "Lean in and acknowledge your customer", while also talking about deescalation and how to deal with terrible people. I liked the point that all interactions go smoother once you' Really really good and helpful. This is a short book that is full of helpful rules (of-thumb of course) and anecdotes that further your understanding of how to deal with customers. The author has an understanding of why and how customer interactions fail, and what fears are involved. It has solid guiding principles like "Lean in and acknowledge your customer", while also talking about deescalation and how to deal with terrible people. I liked the point that all interactions go smoother once you're confident that you can handle worst-case interactions. I noticed that despite nodding along, I wasn't really good at doing the exercises (role-playing them with friends would probably be very useful). And for much of it, I'll have to think a lot about how to translate it to non-US culture.

  2. 4 out of 5

    Job

    I don’t think it’s a bad book at all. Some of the tips are useful to start a discussion within support teams. I did however struggle repeatedly with 2 things: the author only using positive examples about himself -how about showing some more modesty - and constantly making bold statements based on cases rather than having clear quantitive data to back up his claims.

  3. 5 out of 5

    Dewey

    Each new magic customer service principle seemed to be just a restatement of the same thing. Also, I don't for one second believe that his miraculous examples of defusing crazy situations actually happened.

  4. 5 out of 5

    Jacob O'connor

    Richard S. Gallagher is my Yoda. He's made me a Jedi. If you only read one author to help your communication, it needs to be him.

  5. 4 out of 5

    Sheri Rothe

  6. 5 out of 5

    Erica

  7. 5 out of 5

    Library Cool

  8. 5 out of 5

    PW

  9. 5 out of 5

    Rebekah

  10. 4 out of 5

    Joseph

  11. 4 out of 5

    Berni Xiong

  12. 4 out of 5

    Jo

  13. 4 out of 5

    Klaus

  14. 5 out of 5

    Shah Shah

  15. 5 out of 5

    Jamie Rosen

  16. 5 out of 5

    Tina

  17. 4 out of 5

    Patty

  18. 4 out of 5

    Rakeshkumar Patel

  19. 5 out of 5

    Dennis_a

  20. 5 out of 5

    Tish

  21. 5 out of 5

    Yunis

  22. 5 out of 5

    Beata

  23. 4 out of 5

    Nemo

  24. 5 out of 5

    Cesar Abeid

  25. 5 out of 5

    Cetty

  26. 4 out of 5

    Caroline

  27. 4 out of 5

    VeniciusVillasenor

  28. 5 out of 5

    Kelly Pitzer

  29. 5 out of 5

    Ange

  30. 5 out of 5

    Chris Gonyea

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