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The customer service survival kit- [electronic resource] : what to say to defuse even the worst customer situations
The customer service survival kit- [electronic resource] : what to say to defuse even the worst customer situations
- 자료유형
- 단행본
- International Standard Book Number
- 9780814431849 (electronic bk.)
- International Standard Book Number
- 0814431844 (electronic bk.)
- International Standard Book Number
- 9780814431832
- International Standard Book Number
- 0814431836
- Library of Congress Call Number
- HF5415.5-.G3468 2013eb
- Dewey Decimal Classification Number
- 658.8/12-23
- Main Entry-Personal Name
- Gallagher, Richard S.
- Publication, Distribution, etc. (Imprint
- New York : AMACOM American Management Association, 2013
- Physical Description
- 1 online resource (pages cm)
- Bibliography, Etc. Note
- Includes bibliographical references and index.
- Formatted Contents Note
- 완전내용Foreword / 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.
- Subject Added Entry-Topical Term
- Customer services
- Subject Added Entry-Topical Term
- Customer relations
- Subject Added Entry-Topical Term
- BUSINESS & ECONOMICS / Customer Relations.
- Subject Added Entry-Topical Term
- Customer relations.
- Subject Added Entry-Topical Term
- Customer services.
- Additional Physical Form Entry
- Print versionGallagher, Richard S. Customer service survival kit. New York : AMACOM American Management Association, 2013 9780814431832 (DLC) 2012040797 (OCoLC)815824903
- Electronic Location and Access
- 로그인을 한후 보실 수 있는 자료입니다.
- Control Number
- joongbu:429165
