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The customer service survival kit : what to say to defuse even the worst customer situations / [electronic resource]
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| 자료유형 | E-Book |
|---|---|
| 개인저자 | Gallagher, Richard S. |
| 서명/저자사항 | The customer service survival kit[electronic resource] :what to say to defuse even the worst customer situations /Richard S. Gallagher, MA MFT. |
| 발행사항 | New York : AMACOM American Management Association, 2013. |
| 형태사항 | 1 online resource (pages cm.) |
| ISBN | 9780814431849 (electronic bk.) 0814431844 (electronic bk.) |
| 서지주기 | Includes bibliographical references and index. |
| 내용주기 | Foreword / 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. |
| 일반주제명 | Customer services. Customer relations. BUSINESS & ECONOMICS / Customer Relations. Customer relations. Customer services. |
| 언어 | 영어 |
| 기타형태 저록 | Print version:Gallagher, Richard S.Customer service survival kit.New York : AMACOM American Management Association, 20139780814431832 |
| 대출바로가기 | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=538972 |
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| 1 | WE00005241 | 658.8/12 | 가야대학교/전자책서버(컴퓨터서버)/ | 대출가능 |
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