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
Chapter 4 Avoiding Trigger Phrases
Trigger Phrases and How You Can Avoid Them
Putting Learning into Practice
Chapter 5 Divide and Conquer: The Safe Way to Deliver Bad News
Step 1: A Good Introduction That Prepares the Customer
Step 2: A Proactive Summary That Moves the Customer Toward a Solution
Step 3: An Empathetic Response to the Customer’s Reactions
Putting Learning into Practice
Chapter 6 Powerful Problem Solving: Beyond “Yes We Can” and “No We Can’t”
Step 1: Clarify the Other Person’s Needs
Putting Learning into Practice
Chapter 7 Reframing Your Message
Putting Learning into Practice
Chapter 8 Grounding an Angry Outburst
Step 1: Use the Highest Acknowledgment Level Possible
Step 2: Ask Assessment Questions
Putting Learning into Practice
Chapter 9 Becoming Immune to Intimidation
Angry Customers vs. Toxic Entitlement
Can Entitled Customers Change?
Putting Learning into Practice
The Right Ending: A Good Beginning
Putting Learning into Practice
PART III YOUR WORST CUSTOMER SITUATIONS—SOLVED!
Lean Into the Customer’s Biggest Concerns
Respond to Threats with “Can-Do” Language
Chapter 12 Don’t You Know Who I Am?
Mirror the Customer’s Emotions
Chapter 13 The Concert That Never Was
Practice Creative Service Recovery
Do Not—Repeat, Do Not—Defend Yourself First
Chapter 15 Quelling a Social Media Firestorm
Reach Out to the Person Behind the Keyboard
Chapter 16 Just Plane Terrible
Deliver the Bad News in Stages
Chapter 19 When Talking Isn’t Enough: Keeping Yourself and Your Customer Safe
Situational Awareness: Trusting Your Gut
Don’t Go It Alone: Have a Safety Plan
Chapter 20 From Customer Crisis to Excellent Service: Lessons for the Whole Organization
Communicating as an Organization
Appendix Solutions to Putting Learning into Practice Exercises