Everyone who works in customer service has had a run in with a customer who is dissatisfied or irate. Frustrated consumers are a fact of life. People become angry about the way someone treated them or about malfunctioning products. These encounters make everyone involved feel agitated and upset. So how do you handle these tough customers? In this light, informative book, Shaun Belding offers practical tips for defusing emotional situations, resolving conflicts with customers and improving your service. getAbstract recommends this book to managers and staff members who provide products or services and deal with the public.
In this summary, you will learn
- How sales professionals can use 18 methods to prevent customer problems;
- What the LESTER technique is; and
- Why communication skills are also problem-solving skills.
About the Author
Shaun Belding is the president of an international training and development consultancy specializing in customer service, team building, management and leadership. He is the author of Dealing with the Boss from Hell.
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By the same author
Kogan Page, 2005
Contained in Knowledge Pack:
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