The customer service survival kit : what to say to defuse even the worst customer situations
Gallagher, Richard S.2013
Books
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 counsellor. This book explains how to use the right words to turn volatile scenarios into calm and productive customer encounters.
Main title:
The customer service survival kit : what to say to defuse even the worst customer situations / Richard S. Gallagher.
Author:
Imprint:
New York : AMACOM, 2013.
Collation:
208 pages
Notes:
Includes bibliographical references and index.
ISBN:
9780814431832 (pbk)
Language:
English
BRN:
1639478
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