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Defusing
Hostile Customers Workbook
A seminar in a book, it is modelled after our
seminar of the same name.
Contains all the information needed to deal
professionally and effectively with difficult
customers. Includes exercises, just like the
seminar. The "bible of defusing".
If you deal with difficult, stubborn, angry or
aggressive customers this "seminar in a book" is
an ideal way to increase your skills at defusing
hostile customers. Not just a book you read, but
complete with exercises, assignments to try, and
skill building components. Truly a unique
approach to helping you reduce the stress, and
time associated with dealing with hostile
customers.
Buy the book today -- use it to learn, and
apply what you learn on the job, tomorrow.
Written for government, but applies everywhere.
Weighing in at full book length (over 200
pages), some consider this the Bible for dealing
with difficult, angry or manipulative customers,
regardless of industry. Used by a number of
government and universities, including the
University of New Mexico and State Govt. of S.
Carolina. Here's a review from an amazon.com
purchaser:
The BEST customer service resource ever
written!, Reviewer: Autumn Bell from
ALBUQUERQUE, NM
Robert Bacal has filled a niche that has been
empty for too long - customer service literature
that focuses on the public sector. Advice on
such topics as winning customer loyalty,
pricing, word-of-mouth advertising, etc. doesn't
always apply to the world of the government
agency, the university... In many public sector
jobs, telling people "no" and telling them what
they "must" do is a regular part of the job -
and this leads to a natural increase in
hostility from patrons.
I have researched countless customer service
books, programs and resources to use here at our
public institution. Not only is Robert Bacal's
material one of the only sources geared
specifically to the public sector, it is also
one of the best sources on handling upset,
angry, or hostile customers that I've ever seen
- for any type of workplace!
He goes so far beyond the trite techniques found
in other customer service materials... Examples
of dialogue and written exercises in each
section help readers apply the material. We have
tried these techniques here at work and the
results have been outstanding. I highly
recommend this book for anyone who encounters
customers, clients, patients, students, or
members of the public - whether you work in the
public or the private sector. This is the best
source on handling customers you can find!
Based on the Bacal & Associates seminar of the
same name which has been delivered to over
10,000 people over the past few years. It was
created to help those that could not arrange to
attend the live two day seminar.
Contents include exercises for every chapter,
with associated answers at the back of the book.
Content is drawn from a number of sources,
including the disciplines of psychology,
psycholinguistics and sociology. But it's
written in plain every day language.
Here are just a few of the topics included:
- Nature of Hostile Behaviour
- How Hostile Situations Escalate
- Principles of Defusing
- Art of Self-Control
- Starting Off Successfully
- Using Co-operative Language
- Verbal Self-Defense Techniques
- Acknowledgement Tactics
- Countering Non-Verbal Intimidation
- Referral Techniques
- Telephone Hostility
- Limit Setting and Following Through
- Special Chapter For Supervisors and Managers
...and there's so much more.
Usage: Great for individual employees,
but also an ideal way for companies to help
their employees deal with difficult customers.
We offer significant bulk discounts to
purchasers who need more than one copy. A number
of our clients use this book as a basis for
their customer service training!
Electronic Downloadable Version
Price: $32.95
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