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The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-lin ...more
Paperback, 208 pages
Published March 20th 2013 by AMACOM
(first published February 18th 2013)
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Really really good and helpful. This is a short book that is full of helpful rules (of-thumb of course) and anecdotes that further your understanding of how to deal with customers. The author has an understanding of why and how customer interactions fail, and what fears are involved. It has solid guiding principles like "Lean in and acknowledge your customer", while also talking about deescalation and how to deal with terrible people. I liked the point that all interactions go smoother once you' ...more
I don’t think it’s a bad book at all. Some of the tips are useful to start a discussion within support teams. I did however struggle repeatedly with 2 things: the author only using positive examples about himself -how about showing some more modesty - and constantly making bold statements based on cases rather than having clear quantitive data to back up his claims.
“I'm in a weird place because the book is about to come out. So I'm basically just walking around like a raw nerve and I'm not sure that I...
42 likes · 9 comments