GoToAssist will be hosting a free webcast with Rich Gallagher, author of the new book, The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations. He will be discussing the ways the skills typically used by hostage negotiators, crisis counselors and law enforcement professionals can be fruitfully applied to difficult interactions with customers.
The Customer Service Survival Kit: How to Defuse Even the Worst Customer Situations
March 27, 2013
1 PM – 2 PM EDT
Attend this live webcast to learn how to:
- Deliver bad news in a safe way
- Use the “ladder of acknowledgement”
- Defuse anger by “leaning into” it
- Become immune to intimidation
Richard S. Gallagher is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills, including How To Tell Anyone Anything and What To Say to a Porcupine.