Contents
Foreword by Carol Roth
PART I WHY WORST-CASE SCENARIOS MATTER
Chapter 1 Understanding the “Uh-Oh” Moment
Why Worst-Case Scenarios Are Important
Good Intentions Are Not Enough
PART II TOOLS FOR DEFUSING A CUSTOMER CRISIS
Chapter 2 Leaning Into Criticism
Step 1: Hand Their Complaints Back to Them
Step 3: Steal All Their Good Lines
Step 4: Never Defend Yourself First
Putting Learning into Practice
Chapter 3 Achieving Deep Acknowledgment
Why We Don’t Acknowledge Demanding Customers
The Four Powerful Levels of Response
Acknowledgment: Your Key to Handling Any Situation
Putting Learning into Practice
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