Foreword / by Carol Roth acknowledgments introduction why worst-case scenarios matter understanding the "uh-oh" moment tools for defusing a customer crisis leaning into criticism achieving deep acknowledgment avoiding trigger phrases divide and conquer: the safe way to deliver bad news powerful problem solving: beyond "yes we can" and "no we can't" reframing your message grounding an angry outburst becoming immune to intimidation the wrap-up your worst customer situations--solved! you're the boss don't you know who i am? the concert that never was i'll be suing you quelling a social-media firestorm just plane terrible anger management not so smart beyond the worst case when talking isn't enough : keeping yourself and your customer safe from customer crisis to excellent service : lessons for the whole appendix solutions to putting learning into practice exercises references index about the author
