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.

"To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no" - permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers."--BOOK JACKET.

75 brief self-care reflections that will aid workers, activists, and volunteers prevent burnout, renew their sense of purpose, and achieve fulfillment Heal from over-exhaustion, prevent burnout, and regain your motivation with these short readings from a psychologist who has spent many years in the field working in conflict and disaster areas. Gathered from Alessandra Pigni’s interaction with humanitarian professionals and backed up by cutting–edge research, these concrete tools offer new perspectives and inspiration to anyone whose work is focused on helping others.

***SUNDAY TIMES BESTSELLER*** With straightforward, heart-felt advice, The Business Survival Kit guides you to a thriving business while nurturing your humanity -- Marie Forleo, #1 NY Times bestselling author of Everything is Figureoutable This book will help you make clearer, smarter, braver decisions in all areas of your life -- Emma Gannon, author of The Multi-Hyphen Method Starting a business isn't easy. In fact, it can be scary, exhausting and demoralising. When it finally takes off, even though you're fulfilling a lifelong dream, it can be a struggle to keep up with the rest of your life. How can you cope with the inevitable stresses and strains along the way? In The Business Survival Kit, serial entrepreneurs Byron Cole and Bianca Miller-Cole prepare you for the ride of your life. With straight-talking advice and insights from leading experts it will help you answer the fundamental question of whether you can handle being an entrepreneur in the first place and then help you navigate the inevitable ups and many downs that go hand in hand with that decision. Learn how to: *Cope with stress, anxiety and uncertainty *Build your confidence and tackle impostor syndrome *Maintain a healthy work/life balance *Build strong networks and nurture your personal relationships *And stay motivated (even in the midst of failure)

Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. 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.

This enlarged edition of the bestselling consumer guide points readers to safer, smarter purchases and investments across the nation. Whether consumers are choosing a 401(k) plan, buying a used car or home, obtaining a credit report, or hoping to avoid a ripoff, this lively workbook is a true survival kit for anyone insisting on real value for the money.

The much-awaited second edition! Study abroad has never been so popular. Students are embarking on life-changing adventures, and they need some tried and true advice. The Exchange Student Survival Kit has become the essential guide for young people traveling abroad, helping them better understand the unique experience of international exchange programs. More important, it shows students how to avoid many common misunderstandings and problems that can occur in the course of their adjustment to a new culture, a new family, a new school and a new community. Based on her years of research and professional involvement with AFS Intercultural Programs, Dr. Hansel has filled the book with examples taken from the experiences of dozens of exchange students from a broad spectrum of cultures. This much-awaited new edition includes: - New communications technology as it affects the experience: e-mail, instant messaging, cell phones, online games and blogs and information searches. - Important advice on personal safety and pressing concerns for parents and students in light of war, terrorism and crime. - Changes in society and family life that affect travelers: fast food replacing family meals, a new emphasis on religious beliefs, consumerism and globalism. For students going abroad, the Survival Kit is the first thing to pack!

Work can leave you frazzled – but it shouldn't. What you need is some sane advice to get you through. Your body aches. Your brain feels like a mouldy wrung-out dishcloth. You can barely get anything done and, hang on, why are you even doing this anyway? Is there something wrong with you? Nope. You're just burnt out. Burnout Survival Kit offers practical advice for when things are already bad. There's no mystical magic about unleashing your inner corporate superhero, no weird productivity diagrams, and certainly no crap about working 'smarter'. Instead, this is the calm inner voice that you need, served with a sense of humour on the side. As well as helping you to take time to ground yourself, there are brilliant hacks for all the causes of stress and anxiety, from how to approach networking (no one likes it) to practical advice on sleeping better. And the jokes help too. This may not be a cure, but it really does offer instant relief and give you the chance to take a breath. So whether you're just starting to burn or fully scorched to a crisp, rest easy. You've got a Burnout Survival Kit.

This volume presents a practical approach towards influencing bottom lines. The purpose is direct and targeted - to deliver the secrets of service excellence, and give readers the key ingredients to make their companies a world-class service provider. call-again fans and how to accentuate the positive. The underlying message is full of optimism and humour. The no-nonsense approach ensures that both the customer and the business reap the benefits at the end of the day.