Are you bedeviled by your difficult customer? Are angry or
emotional customers taking out their fears and frustrations on you?
Do you find yourself "taking home difficult customers" and letting
them rent space in your head? Finally, do you want to take control
of even the toughest customer situations, and handle them
professionally, quickly, and effectively while reducing your stress
levels?
Written for anyone dealing directly with customers in any
industry from hospitality to business to business this book
provides you with both the principles and words to defuse almost
all difficult and scary customer situations. Here are just a few of
the things you will learn to do: Why it's in YOUR interest to learn
how to defuse volatile customer situations Why customers act in
manipulative, aggressive and even childish ways How the verbal
abuse game works, and how to stop the game cold How to apply the
CARP system for defusing customers How to maintain SELF-CONTROL so
you don't lose your cool, and get "baited" How to start off
customer interaction well and PREVENT escalation How to choose your
words so you come across as helpful and cooperative How to say no
without being antagonistic How to get customers to STOP ranting,
yelling and being aggressive, and getting them to LISTEN How to
apply verbal self-defense techniques to TAKE control
...and tons more. This 8.5 x 11 inch book goes beyond what
you've ever been taught about difficult customer situations, and
allows you to stop feeling like you are powerless in the face of
angry customers. It helps you decide what to do, and what to say,
and goes way beyond the ";be nice"" advice so often mentioned in
other books and training. You WILL learn from the 176 pages of 120
defusing tactics you'll learn.
There are even chapters for supervisors and managers (and how
they can help), dealing with groups of customers and "the audience
effect" and dealing with customers in social media.
It's time to stop feeling like a victim, and empower yourself to
be the "go to" person with "tough customers." Not only will you
increase enjoyment of your job, and reduce your stress levels, but
you'll enhance your career prospects. Managers and supervisors DO
notice when you can defuse the customers who are "nightmares." That
means career advancement.
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