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The Customer Service Survival Kit What to Say to Defuse Even the Worst Customer Situations

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Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

20.03.2013

Verlag

Amacon Book Division

Seitenzahl

210

Maße (L/B/H)

22,9/15,2/1,3 cm

Gewicht

349 g

Sprache

Englisch

ISBN

978-0-8144-3183-2

Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

20.03.2013

Verlag

Amacon Book Division

Seitenzahl

210

Maße (L/B/H)

22,9/15,2/1,3 cm

Gewicht

349 g

Sprache

Englisch

ISBN

978-0-8144-3183-2

Herstelleradresse

Libri GmbH
Europaallee 1
36244 Bad Hersfeld
DE

Email: gpsr@libri.de

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  • Produktbild: The Customer Service Survival Kit
  • Produktbild: The Customer Service Survival Kit
  • CONTENTS

    Foreword by Carol Roth xiii

    Acknowledgments xv

    Introduction 1

    PART I WHY WORST-CASE SCENARIOS MATTER 5

    Chapter 1 Understanding the ''Uh-Oh'' Moment 7

    Why Worst-Case Scenarios Are Important 8

    Good Intentions Are Not Enough 11

    PART II TOOLS FOR DEFUSING A CUSTOMER CRISIS 15

    Chapter 2 Leaning Into Criticism 17

    Step 1: Hand Their Complaints Back to Them 19

    Step 2: Use ''Wow'' Words 20

    Step 3: Steal All Their Good Lines 22

    Step 4: Never Defend Yourself First 23

    Why Leaning In Is So Hard 25

    Putting Learning into Practice 27

    Chapter 3 Achieving Deep Acknowledgment 28

    Why We Don't Acknowledge Demanding Customers 29

    The Four Powerful Levels of Response 30

    Acknowledgment: Your Key to Handling Any Situation 37

    Putting Learning into Practice 38

    Chapter 4 Avoiding Trigger Phrases 40

    The Other Golden Rule 41

    Trigger Phrases and How You Can Avoid Them 42

    Less Is Often More 48

    Putting Learning into Practice 49

    Chapter 5 Divide and Conquer: The Safe Way to Deliver Bad News 51

    Step 1: A Good Introduction That Prepares the Customer 52

    Step 2: A Proactive Summary That Moves the Customer Toward a Solution 55

    Step 3: An Empathetic Response to the Customer's Reactions 57

    Putting Learning into Practice 60

    Chapter 6 Powerful Problem Solving: Beyond ''Yes We Can'' and ''No We Can't'' 62

    Step 1: Clarify the Other Person's Needs 63

    Step 2: Frame Your Response 64

    Step 3: Create Incentives 67

    Step 4: Respond to Objections 68

    A New Way to Solve Problems 69

    Putting Learning into Practice 70

    Chapter 7 Reframing Your Message 72

    How Reframing Works 72

    When Reframing Is a Bad Idea 76

    A New Perspective 78

    Putting Learning into Practice 79

    Chapter 8 Grounding an Angry Outburst 81

    Understanding Customer Anger 81

    Step 1: Use the Highest Acknowledgment Level Possible 83

    Step 2: Ask Assessment Questions 86

    Step 3: Shift the Discussion 88

    Working in the Red Zone 92

    Putting Learning into Practice 93

    Chapter 9 Becoming Immune to Intimidation 94

    Angry Customers vs. Toxic Entitlement 95

    The Basics of Nonreactivity 97

    Putting Nonreactivity to Work 101

    Can Entitled Customers Change? 102

    Putting Learning into Practice 103

    Chapter 10 The Wrap-Up 105

    Understanding Good Closings 105

    The Right Ending: A Good Beginning 110

    Putting Learning into Practice 110

    PART III YOUR WORST CUSTOMER SITUATIONS—SOLVED! 113

    Chapter 11 You're the Boss 115

    Lean Into the Customer's Biggest Concerns 116

    Ask Good Questions 117

    Respond to Threats with ''Can-Do'' Language 119

    The Law of Reciprocity 120

    Chapter 12 Don't You Know Who I Am? 121

    Mirror the Customer's Emotions 121

    Explore the Options 122

    Use the LPFSA 124

    Show a Personal Interest 124

    Chapter 13 The Concert That Never Was 125

    Talk with the Customer First 126

    Practice Creative Service Recovery 127

    Respond to the Public 129

    Chapter 14 I'll Be Suing You 131

    Do Not—Repeat, Do Not—Defend Yourself First 132

    Explore Solutions 133

    Frame the Benefits 133

    Chapter 15 Quelling a Social Media Firestorm 135

    Be Real 136

    Be Quick 136

    Reach Out to the Person Behind the Keyboard 137

    Trust the Will of the Crowd 137

    Chapter 16 Just Plane Terrible 139

    Be Present 140

    Deliver the Bad News in Stages 141

    Reframe the Situation 142

    Don't Take It Personally 143

    Chapter 17 Anger Management 145

    Frame the Situation 145

    Acknowledge Bruno 146

    Frame Your Response 148

    Execute the Endgame 149

    Relationship Building 150

    Chapter 18 Not So Smart 151

    Meet the Customer Where He Is 151

    Explore the Deeper Question 152

    Make the Customer Feel Good 153

    PART IV BEYOND THE WORST CASE 155

    Chapter 19 When Talking Isn't Enough: Keeping Yourself and Your Customer Safe 157

    Situational Awareness: Trusting Your Gut 158

    Reacting to Risk 160

    Don't Go It Alone: Have a Safety Plan 162

    Chapter 20 From Customer Crisis to Excellent Service: Lessons for the Whole Organization 164

    Creating a Service Culture 164

    Managing Internal Conflict 166

    Personal Growth 167

    Communicating as an Organization 168

    The Bottom Line 169

    Appendix Solutions to Putting Learning into Practice Exercises 171

    References 179

    Index 183

    About the Author 189