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
apology
and lawsuit prevention
organizational
public
arrogance
assertiveness
awareness, situational
backstabber, talking to
backup, for risky situation
bad idea, reframing message as
bad news delivery
examples
introduction for preparation
proactive summary
in stages
worst kind of news
bad service
balance of power
being nice
benefits, for customers
Bennett, Chauncey III
blame
body language
boss
boundaries, setting
brainstorming
bullying
Bureau of Labor Statistics
Burns, David
call center, managing
“Calm down”
calmness
“can-do” language, responding to threats with
Carroll, Dave
catchphrases
change, toxic entitlement and
Chrysler Motors
closing, importance of
communication
as art
with customer, as priority
importance of
by organization
strength-based
complaints
giving credence to
handing back
concerns
minimizing customer’s
for person’s welfare
concert tickets
confidence
conflict
internal
shutting down
conflict resolution
confrontation, avoiding
connecting with customers
context framing
corporatespeak
cover charge
crazy customers
creative service recovery
crisis
defusing
management
crisis communications skills, and
toxic entitlement
crisis managers
Critchett, Ryan
criticism
leaning into
customer abilities
customer rage
customers
accepting self-importance
anger of, see also anger communication as priority
demands of
disorderly
frustration of
giving orders to
good closings with
informing of air travel delays
leaning into biggest concerns
making them feel good
mirroring emotions
reaffirming relationship
reframing perceptions of
response to defensiveness
revenge by risk of death from
shared opinions
stupidity of
see also difficult customers; toxic entitlement
customer’s emotions, mirroring
customer-satisfaction ratings
dangerous condition
Davis, Nancy
death notifications
defending self
avoiding as first response
timing of
defensiveness
fear and
delivery services
demands of customer
desensitization, systematic
details
in bad news summary
questions to ask for
dialogue
difficult customers
agenda of
ending relationship
sparing feelings of
thanking
wrap-up with
dishonesty
disorderly customer
“Don’t worry”
Effective Apology (Kador)
emergency, safety plan for
emotion, not showing
emotional reasoning
emotions of customer
avoiding minimizing
mirroring
empathy
in bad news delivery
in response to customer
employee behaviors
“empty chair” technique
endgame, executing
entitlement, toxic
vs. anger
change and
error, overcompensation for
escape routes, and safety
exchanging items
excuses, avoiding
explanations
one-sided
extended warranties
eye contact
fear
defensiveness and
in service providers
“fight or flight” body movements
first impressions
“first notifiers”
fogging
framing question
framing response
and anger management
frustration of customers
giving orders to customers
Golden Rule, Other
good closings with customers
good intentions
good lines, stealing customer’s
goodwill
Greenman, Jeff
group, disorderly actions
growth, culture of continuous
guessing, in making observations
gut, trusting
Hayes, Dennis
honesty
hospitals
hostage negotiators
humiliation
“I” technique
for normalizing
“I understand” phrase
Iacocca, Lee
identification
“I’m sorry”
incentives, in problem solving
informality, in social media
information-gathering questions
injury
insincerity, reframing message and
interest, showing
internal conflict
intimidation
immunity to
“It’s OK”
JetBlue
Johnson & Johnson
Josselyn, Jim
Kador, John, Effective Apology
“know who I am”
language
lawsuits
apologies for preventing
exploring solutions
framing benefits
response to threat
leaders, conflict resolution
leaning into biggest concerns
leaning into criticism
learning posture, for assessment questions
linguistics
listening
importance of
LPFSA (Low Probability Face-Saving Alternative)
manager
mental illness
minimal encourages
mirroring emotions of customer
modeling
National Institute of Mental Health
National Lightning Safety Institute
negative expectation
negative publicity, social media and
negotiations
“Never mind”
nonreactivity
basics
using
nonverbal body language
normalizing
“I” technique for
situation in wrap-up
objections, response to
observation
open-ended questions
opening statement
options
in bad news delivery
organization
apology
communication by
safety plan
Other Golden Rule
overcompensation, for error
paraphrasing
examples
perceptions of customers
challenging
reframing
personal contact
personal growth
personal interest
physical space, and safety
police work
possibilities, focus on
preparing for anything
proactive summary, in bad news delivery
problem solving
clarifying needs
examples
framing response
incentives in
response to objections
shifting discussion to
shifting into
public, response to
public incident, handling
public opinion
questions
for anger assessment
asking for details
exploring deeper
framing
“Why?”
quick response, in social media
rage, see anger
rapport, establishing in risky situation
rationalizations
reasoning, emotional
reciprocity, law of
red zone
reframing message
as bad idea
context framing
examples
normalizing in
relative value
reframing perceptions of customers
reframing situation in bad news
relationship
building
ending with difficult customers
relative value
repetition
respect
response
to lawsuit threat
to objections
to public
in social media, promptness of
response to anger
powerful levels
response to customer
“can-do” language for threat response
empathy in
framing
restitution
revenge, by customer
risk of death
reacting to
Robin, Stacy
Roth, Carol
safety
safety plan
self-focused response, vs. empathetic
self-importance, accepting of customer’s
September 11, 2001 tragedy
service culture, creating
service providers, war stories of
service recovery, creative
setup phrases
Shakespeare, William
silence, in bad news delivery
Sinclair-Robinson, Karlene
situational awareness
Smith, Ashley
Smith, Manuel J., When I Say No, I Feel Guilty
social media
quelling firestorm
quick response in
trusting will of crowd
specificity in questions
strength-based communication
stupidity, of customers
Super Bowl XLV
systematic desensitization
thanking difficult customers
threats
response with “can-do” language
underreacting to
toxic entitlement
vs. anger
trigger phrases, avoiding
trust
trusting gut
truth, in reframing
underreacting to threats
unexpected, anger from
United Airlines
University of Michigan Health System
U.S. Bureau of Labor Statistics
U.S. National Institute of Mental Health
validation
purpose of
vengeful customer
verbal attacks, fogging and
verbal receipt
walkthrough
war stories, of service providers
warranties, extended
When I Say No, I Feel Guilty (Smith)
“who I am”
“Who knows?”
“Why?” questions
WIIFM (What’s in it for me)
word choice
and saving life
workplaces, employee behaviors
worst-case scenarios
learning to handle
worth, thanks as reaffirmation
“Wow” words
wrap-up
You Tube