Description
Book Synopsis 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
Table of Contents
CONTENTS
Foreword by Carol Roth xiii
Acknowledgments xv
Introduction 1
PART I WHY WORST-CASE SCENARIOS MATTER 5
Chapter 1 Understanding the ``Uh-Oh’’ Moment 7
Why Worst-Case Scenarios Are Important 8
Good Intentions Are Not Enough 11
PART II TOOLS FOR DEFUSING A CUSTOMER CRISIS 15
Chapter 2 Leaning Into Criticism 17
Step 1: Hand Their Complaints Back to Them 19
Step 2: Use ``Wow’’ Words 20
Step 3: Steal All Their Good Lines 22
Step 4: Never Defend Yourself First 23
Why Leaning In Is So Hard 25
Putting Learning into Practice 27
Chapter 3 Achieving Deep Acknowledgment 28
Why We Don’t Acknowledge Demanding Customers 29
The Four Powerful Levels of Response 30
Acknowledgment: Your Key to Handling Any Situation 37
Putting Learning into Practice 38
Chapter 4 Avoiding Trigger Phrases 40
The Other Golden Rule 41
Trigger Phrases and How You Can Avoid Them 42
Less Is Often More 48
Putting Learning into Practice 49
Chapter 5 Divide and Conquer: The Safe Way to Deliver Bad News 51
Step 1: A Good Introduction That Prepares the Customer 52
Step 2: A Proactive Summary That Moves the Customer Toward a Solution 55
Step 3: An Empathetic Response to the Customer’s Reactions 57
Putting Learning into Practice 60
Chapter 6 Powerful Problem Solving: Beyond ``Yes We Can’’ and ``No We Can’t’’ 62
Step 1: Clarify the Other Person’s Needs 63
Step 2: Frame Your Response 64
Step 3: Create Incentives 67
Step 4: Respond to Objections 68
A New Way to Solve Problems 69
Putting Learning into Practice 70
Chapter 7 Reframing Your Message 72
How Reframing Works 72
When Reframing Is a Bad Idea 76
A New Perspective 78
Putting Learning into Practice 79
Chapter 8 Grounding an Angry Outburst 81
Understanding Customer Anger 81
Step 1: Use the Highest Acknowledgment Level Possible 83
Step 2: Ask Assessment Questions 86
Step 3: Shift the Discussion 88
Working in the Red Zone 92
Putting Learning into Practice 93
Chapter 9 Becoming Immune to Intimidation 94
Angry Customers vs. Toxic Entitlement 95
The Basics of Nonreactivity 97
Putting Nonreactivity to Work 101
Can Entitled Customers Change? 102
Putting Learning into Practice 103
Chapter 10 The Wrap-Up 105
Understanding Good Closings 105
The Right Ending: A Good Beginning 110
Putting Learning into Practice 110
PART III YOUR WORST CUSTOMER SITUATIONS—SOLVED! 113
Chapter 11 You’re the Boss 115
Lean Into the Customer’s Biggest Concerns 116
Ask Good Questions 117
Respond to Threats with ``Can-Do’’ Language 119
The Law of Reciprocity 120
Chapter 12 Don’t You Know Who I Am? 121
Mirror the Customer’s Emotions 121
Explore the Options 122
Use the LPFSA 124
Show a Personal Interest 124
Chapter 13 The Concert That Never Was 125
Talk with the Customer First 126
Practice Creative Service Recovery 127
Respond to the Public 129
Chapter 14 I’ll Be Suing You 131
Do Not—Repeat, Do Not—Defend Yourself First 132
Explore Solutions 133
Frame the Benefits 133
Chapter 15 Quelling a Social Media Firestorm 135
Be Real 136
Be Quick 136
Reach Out to the Person Behind the Keyboard 137
Trust the Will of the Crowd 137
Chapter 16 Just Plane Terrible 139
Be Present 140
Deliver the Bad News in Stages 141
Reframe the Situation 142
Don’t Take It Personally 143
Chapter 17 Anger Management 145
Frame the Situation 145
Acknowledge Bruno 146
Frame Your Response 148
Execute the Endgame 149
Relationship Building 150
Chapter 18 Not So Smart 151
Meet the Customer Where He Is 151
Explore the Deeper Question 152
Make the Customer Feel Good 153
PART IV BEYOND THE WORST CASE 155
Chapter 19 When Talking Isn’t Enough: Keeping Yourself and Your Customer Safe 157
Situational Awareness: Trusting Your Gut 158
Reacting to Risk 160
Don’t Go It Alone: Have a Safety Plan 162
Chapter 20 From Customer Crisis to Excellent Service: Lessons for the Whole Organization 164
Creating a Service Culture 164
Managing Internal Conflict 166
Personal Growth 167
Communicating as an Organization 168
The Bottom Line 169
Appendix Solutions to Putting Learning into Practice Exercises 171
References 179
Index 183
About the Author 189
