The Customer Service Survival Kit

Index

The index that appeared in the print version of this title was intentionally removed from the eBook. Please use the search function on your eReading device for terms of interest. For your reference, the terms that appear in the print index are listed below

accountability, for behavior

acknowledgment

achieving deep

vs. agreement

of anger

and calming customer

of customer’s likely concern

acting

agenda of difficult customers

agreement, acknowledgment vs.

air travel, informing customers of delays

alternatives, contrasting

anger

acknowledging

of customer

danger from

questions for assessment

response to

shifting discussion

vs. toxic entitlement

from unexpected

anger management

acknowledgment in

executing endgame

framing response

framing situation ...