- Cover
- Half title
- Title
- Copyright
- Dedication
- Contents
- Foreword
- Acknowledgments
- Introduction
- Part I Why Worst-Case Scenarios Matter
- Part II Tools for Defusing a Customer Crisis
- Chapter 2 Leaning Into Criticism
- Chapter 3 Achieving Deep Acknowledgment
- Chapter 4 Avoiding Trigger Phrases
- Chapter 5 Divide and Conquer: The Safe Way to Deliver Bad News
- Chapter 6 Powerful Problem Solving: Beyond “Yes We Can” and “No We Can’t”
- Chapter 7 Reframing Your Message
- Chapter 8 Grounding an Angry Outburst
- Chapter 9 Becoming Immune to Intimidation
- Chapter 10 The Wrap-Up
- Part III Your Worst Customer Situations—Solved!
- Part IV Beyond the Worst Case
- Appendix Solutions to Putting Learning into Practice Exercises
- References
- Index
- About the Author
-
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