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.

In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover:

• how to lean into criticism,
• how to avoid trigger phrases that can make bad situations worse,
• the secret to helping people feel heard,
• how to safely deliver bad news,
• and how to become immune to intimidation--among many other skills.

The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.