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.

Ms. Silbert, who is a rabbi, opera singer and psychic, brings her unique outlook to the one subject which confronts and enthralls us all: the hereafter.

After her mother dies, sixteen-year-old Rose works through her grief by finding meaning in a survival kit that her mother left behind.

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.

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 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.