The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations

  • 2h 51m
  • Richard S. Gallagher
  • AMACOM
  • 2013
Blending clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises, this book explains how to use the right words to turn volatile scenarios into calm and productive customer encounters.

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