Dealing with the customer from hell: a survival guide
Language: English Publication details: London: Kogan Page, 2005Description: 152pISBN: 0749444517Subject(s): Customer careGenre/Form: Customer care LOC classification: HF5415.5 BELSummary: They are belligerent, abusive and condescending. They whine and demand inordinate amounts of time, pushing buttons and raising blood pressure. They may represent just a small proportion of the people a company does business with, but this tiny group can have a big effect on a workforce. This book introduces realistic, practical strategies for working with those people who drive everyone mad. It shows anyone how to listen to their customer, echo the issue, sympathise, and respond with a win-win solution. Whether the customer is on the telephone, in person, in the office or on the sales floor this book shows how to help take away the stress and create a result that works for everyone.| Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Book - Standard loan | CAFRE Loughry Library | HF5415.5 BEL (Browse shelf(Opens below)) | 1 | Available | 191338 |
They are belligerent, abusive and condescending. They whine and demand inordinate amounts of time, pushing buttons and raising blood pressure. They may represent just a small proportion of the people a company does business with, but this tiny group can have a big effect on a workforce. This book introduces realistic, practical strategies for working with those people who drive everyone mad. It shows anyone how to listen to their customer, echo the issue, sympathise, and respond with a win-win solution. Whether the customer is on the telephone, in person, in the office or on the sales floor this book shows how to help take away the stress and create a result that works for everyone.
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