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Dealing with the Customer from Hell Shaun Belding

Dealing with the Customer from Hell By Shaun Belding

Dealing with the Customer from Hell by Shaun Belding


£3.49
New RRP £8.99
Condition - Very Good
Only 1 left

Summary

Dealing with the Customer from Hell is a thorough but practical guide. By considering the psychology of conflict the author proposes a variety of methods for preventing, diffusing and dealing with difficult situations and resolving any disputes constructively.

Dealing with the Customer from Hell Summary

Dealing with the Customer from Hell: A Survival Guide by Shaun Belding

They yell and shout, and try to intimidate. They're belligerent, abusive and condescending. They whine and demand inordinate amounts of time, pushing buttons and raising blood pressure. Who are they? They're the customers from hell. 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. Dealing with the Customer from Hell introduces realistic, practical and compelling strategies for working with those 'very special people' who drive everyone mad. It shows anyone how to listen to their customer, echo the issue, sympathize, and respond with a win-win solution. Whether the customer is on the telephone, in person, in the office or on the sales floor, Dealing with the Customer from Hell shows how to consistently take away the stress and create a result that works for everyone.

Dealing with the Customer from Hell Reviews

"Explains preventative strategies to avoid encountering problems in the first place, and advises salespeople on how to control their emotions if problems do occur." Training Journal "Will help you understand difficult people and explain how to deal with them." Leeds Chamber Bookshop "Practical tips for defusing emotional situations, resolving conflicts with customers and improving your service." GetAbstract

About Shaun Belding

Shaun Belding is the president of Belding Skills Development Corporation, an international training and development consultancy specializing in customer service, teambuilding, management and leadership.

Table of Contents

Introduction: To Hell and back again 1. Customers and their expectations 2. A little introspection: preventative medicine 3. A salesperson's mission 4. Controlling your emotions 5. Introducing LESTER 6. Listening to your customer 7. Echoing the issue 8. Sympathizing with your customer 9. Thanking your customer 10. Evaluating your options 11. Responding to the situation 12. The unreasonable customer Conclusion

Additional information

GOR004235801
9780749444518
0749444517
Dealing with the Customer from Hell: A Survival Guide by Shaun Belding
Used - Very Good
Paperback
Kogan Page Ltd
2005-08-03
160
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

Customer Reviews - Dealing with the Customer from Hell