Gives methods for calming upset customers and guidelines on how to avoid creating upset customers in the first place.
(Excerpt from Calming Upset Customers book) Discusses things that might further irritate an already unhappy customer. Shows how to guide the conversation to open communication instead of starting a fight.
Frequently asked questions and answers on the various aspects of your relationship with your customers.
An exceptional example of going beyond "good" customer service.
Valuable tips on the differences of serving your world wide customers.
Good apple or bad apple? What kind of customer ssupport do you provide?
(Excerpt from Calming Upset Customers book) A detailed look at dealing with an already upset customer: what upset customers want, words that annoy them and words that are neutral, how to handle yourself, how to handle obstinate customers. Includes step-by-step guidelines for dealing with an upset customer.
(Excerpt from Calming Upset Customers book) Guidelines for creating an environment for customer satisfaction; training your staff; handling the upset employee.
Discusses customer satisfaction being the essential element to a successful business venture. Several key actions managers can take with themselves, their staff and customers which would keep the customers coming back. These areas include service attitude, staff suggestions and customer feedback.
The many ways your body language and voice tone may influence an upset person.
Flight attendant Paschalis Cowell shines in her attitude and approach to her customers and shares her secret for staying unruffled with difficult customers.
Through 18 years of conducting customer service training, the author explores the most common mistakes she has seen and shows how easily they can be corrected!
Looks at what can happen when employees who do not normally interface with customers come face-to-face with them and why it's important they too receive customer service training.
(Excerpt from Calming Upset Customers book) Learn from your interaction with the customer. Learn how to analyze the incident.
(Excerpt from Calming Upset Customers book) Discusses the impact of dissatisfied customers and what the reader can learn from a complaining customer.
(Excerpt from Calming Upset Customers book) What are some of the reasons customers become upset? Knowing can help you resolve and even avoid unhappy customers.
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