A must-read for sales reps, managers, and professional-services execs looking to do right by loyal customers--and profit from an influx of new accounts.

Uh-oh! You know that panicked feeling when the customer is not just displeased or unhappy, but angry. Maybe even furious. And you know that the usual customer service protocols of courtesy and apologizing don’t help in these red-alert situations.

The Customer Service Survival Kit by Richard S. Gallagher is the first book packed with specific, step-by-step communication tactics tailored to steer potential disasters into calm, mutually agreeable solutions. Drawing from procedures rooted in behavioral science and used by crisis counselors and hostage negotiators, Gallagher explains:

• How to defuse anger by “leaning into” criticism

• Which well-intentioned “trigger phrases” make a bad situation worse

• The secret to making upset customers feel deeply heard

• A simple divide-and-conquer approach to delivering bad news

• What to say when a situation is your fault, and what to say when it isn’t

Companies that have implemented Gallagher’s principles have reaped the benefits in customer satisfaction rates, turnover levels, and sales. Illustrated by numerous examples and supported by practice exercises, The Customer Service Survival Kit will eliminate the fear of conflict and improve confidence and customer relations across the board.

ADVANCE PRAISE FOR THE CUSTOMER SERVICE SURVIVAL KIT

“This brilliant book is a page-turner. Richard Gallagher gives captivating explanations of more than just what to say to upset customers: he tells you why to say it, when, and how. It’s a must-read for anyone who serves customers.”

— Marilyn Suttle and Lori Jo Vest, authors, Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan

“One of the most overlooked parts of providing great customer service is addressing the emotional state and needs of your customers—regardless of the `facts’ of the situation. Listen to Rich and you’ll nail this crucial aspect of service—and greatly enhance your company’s performance.”

— Micah Solomon, author, High-Tech, High-Touch Customer Service

Richard S. Gallagher, MA MFT, is a former customer support executive, practicing psychotherapist, and author of numerous books on customer service and communications skills. He has trained over 20,000 people on how to handle their most difficult situations with customers and others, and is one of the nation’s leading experts on workplace communications skills. See his website at www.CustomerServiceSurvivalKit.com.

The lifeblood of your business is a constant flow of new accounts. . .no matter how much repeat business you get from loyal customers.

Packed with tested strategies and anecdotes, New Sales. Simplified. offers a proven formula for prospecting, developing, and closing deals.

With refreshing honesty and some much-needed humor, sales expert Mike Weinberg examines the critical mistakes made by most salespeople and executives, then provides tips to help you achieve the opposite results.

In New Sales. Simplified., you will learn how to:

• Identify a strategic list of genuine prospects
• Draft a compelling, customer focused “sales story”
• Perfect the proactive telephone call to get face to face with more prospects
• Use email, voicemail, and social media to your advantage
• Prepare for and structure a winning sales call
• Make time in your calendar for business development activities

New Sales. Simplified. is about overcoming and even preventing buyers’ anti salesperson reflex by establishing trust. This book will help you choose the right targets and build a winning plan to pursue them.

Named by Hubpot as a Top 20 Sales Book of All Time, this easy-to-follow guide will remove the mystery surrounding prospecting and have you ramping up for new business.