The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
Gallagher, Richard SThe 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:
년:
2013
출판사:
AMACOM
언어:
english
페이지:
207
ISBN 10:
0814431836
ISBN 13:
9780814431832
파일:
EPUB, 1.19 MB
IPFS:
,
english, 2013
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