The customer service survival kit : what to say to defuse even the worst customer situations / Richard S. Gallagher ; foreword by Carol Roth.

Includes bibliographical references (pages 179-181) and index.

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.

Description based on print version record.

Proven strategies for handling any customer crisis.

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