The Customer Service Survival Kit 在线电子书 pdf 下载 txt下载 epub 下载 mobi 下载 2024

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Richard S. Gallagher 作者

AMACOM

译者

2013-3-20 出版日期

208 页数

USD 17.95 价格

Paperback

丛书系列

9780814431832 图书编码

The Customer Service Survival Kit 在线电子书图书标签: 顾客服务 Customer Business

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发表于2024-11-08

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The Customer Service Survival Kit 在线电子书 epub 下载 mobi 下载 pdf 下载 txt 下载 2024

The Customer Service Survival Kit 在线电子书 pdf 下载 txt下载 epub 下载 mobi 下载 2024

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The Customer Service Survival Kit 在线电子书图书描述

The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. "The Customer Service Survival Kit" explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: the power of leaning into criticism; trigger phrases that can make bad situations worse; the secret to helping people feel deeply heard in a crisis; how to use the divide-and-conquer approach to safely deliver bad news; indispensable problem-solving tools; how to become immune to intimidation; how to wrap up transactions so that customers are happy; and more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with any customer - the key to radical improvements in every organization.

The Customer Service Survival Kit 在线电子书下载 mobi epub pdf txt 在线电子书下载

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