THE CUSTOMER SERVICE SURVIVAL KIT: WHAT TO SAY TO DEFUSE EVEN THE WORST CUSTOMER SITUATIONS

Book ID/图书代码： 00431012B57916

English Summary/英文概要： Volatile customer situations can send even seasoned service professionals into red alert. Few people know what to do, and most simply panic, freeze up, or get defensive. The Customer Service Survival Kit explains how to use the right words to turn difficult scenarios into calm and productive customer encounters. It brings together proven techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises into an essential tool kit for frontline service employees in any organization.

Chinese Summary/中文概要： 一些反复无常的顾客会让即使经验丰富的专业服务人员也无可奈何。很少有人知道该怎么办，绝大多数人只是恐慌，怯场或者自我保护。《客户服务生存工具包》解释了如何用恰当的语言把困境转变得冷静，以及和生产力强的顾客接触。它汇集了成熟的技术，从行为科学得到的经验，案例研究，针对具体情况的意见，以及一个为任何组织里在前线工作的服务员工准备的实践经验的工具包。(LNL)

Awards/获奖情况：“This brilliant book is a page-turner. Richard Gallagher gives captivating explanations of more than just what to say to upset customers: he tells you why to say it, when, and how. It’s a must-read for anyone who serves customers.” — Marilyn Suttle and Lori Jo Vest, authors, Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan

About the Author/作者介绍： RICHARD S. GALLAGHER以前是一名客户服务专员，正在实践的心理治疗师以及一些关于客户服务和沟通技巧的书籍的作者。他现在居住在纽约州伊萨卡。

RICHARD S. GALLAGHER is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills. RESIDENCE: Ithaca, NY

Format:

Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE(到期可授)

Complex/Traditional Chinese/繁体中文：AVAILABLE

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