Webcast: The Customer Service Survival Kit – How to Defuse Even the Worst Customer Situations

Photo of Richard S. Gallagher, author of The Customer Service Survival Kit 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
Complimentary
REGISTER HERE

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

Jacket image, The Customer Service Survival Kit by Richard S. GallagherClick HERE to sign up for the GoToAssist webcast  

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.

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