| LDR | | 02709cmm uu200409Ka 4500 |
| 001 | | 000000306466 |
| 005 | | 20230525103116 |
| 006 | | m o d |
| 007 | | cr cnu---unuuu |
| 008 | | 130225s2013 nyu ob 001 0 eng d |
| 020 | |
▼a 9780814431849 (electronic bk.) |
| 020 | |
▼a 0814431844 (electronic bk.) |
| 020 | |
▼z 9780814431832 |
| 020 | |
▼z 0814431836 |
| 035 | |
▼a (OCoLC)828424310 |
| 040 | |
▼a N$T
▼c N$T
▼d TEFOD
▼d YDXCP
▼d OCLCF
▼d 248032 |
| 049 | |
▼a K4RA |
| 050 | 4 |
▼a HF5415.5
▼b .G3468 2013eb |
| 072 | 7 |
▼a BUS
▼x 018000
▼2 bisacsh |
| 082 | 04 |
▼a 658.8/12
▼2 23 |
| 100 | 1 |
▼a Gallagher, Richard S. |
| 245 | 14 |
▼a The customer service survival kit
▼h [electronic resource] :
▼b what to say to defuse even the worst customer situations /
▼c Richard S. Gallagher, MA MFT. |
| 260 | |
▼a New York :
▼b AMACOM American Management Association,
▼c 2013. |
| 300 | |
▼a 1 online resource (pages cm.) |
| 504 | |
▼a Includes bibliographical references and index. |
| 505 | 0 |
▼a 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. |
| 588 | |
▼a Description based on print version record. |
| 650 | 0 |
▼a Customer services. |
| 650 | 0 |
▼a Customer relations. |
| 650 | 7 |
▼a BUSINESS & ECONOMICS / Customer Relations.
▼2 bisacsh |
| 650 | 7 |
▼a Customer relations.
▼2 fast
▼0 (OCoLC)fst00885533 |
| 650 | 7 |
▼a Customer services.
▼2 fast
▼0 (OCoLC)fst00885545 |
| 655 | 4 |
▼a Electronic books. |
| 776 | 08 |
▼i Print version:
▼a Gallagher, Richard S.
▼t Customer service survival kit.
▼d New York : AMACOM American Management Association, 2013
▼z 9780814431832
▼w (DLC) 2012040797
▼w (OCoLC)815824903 |
| 856 | 40 |
▼3 EBSCOhost
▼u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=538972 |
| 938 | |
▼a EBSCOhost
▼b EBSC
▼n 538972 |
| 938 | |
▼a YBP Library Services
▼b YANK
▼n 10225570 |
| 990 | |
▼a 관리자 |