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The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
by
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
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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'
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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.
Useful communication tips but also assumes high levels of agency most companies prohibit.
Each new magic customer service principle seemed to be just a restatement of the same thing. Also, I don't for one second believe that his miraculous examples of defusing crazy situations actually happened.
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Richard S. Gallagher is my Yoda. He's made me a Jedi.
If you only read one author to help your
communication, it needs to be him. ...more
If you only read one author to help your
communication, it needs to be him. ...more
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