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the founder of The Plaza Hotel’s Finishing Program spills her insider tips on how to achieve an upper edge in your career

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The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations Subclass Code_1QN and every breath could beThe worst customer situations demand more of front line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. "The Customer Service Survival Kit" explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of