Handling Hardcore Customers: and Patients, Debtors, Clients, Guests, Passengers, Subscribers or really anyone!

oleh Steven F. Coyle

Penerbit - ServiceWinners International

Kategori - Perundangan

Who doesn't get hardcore, tough customers?

Do you like them? Well, I LOVE them. Hardcore customers = money!

They are also part of our lives and their numbers are only increasing. Depending on your job you may call them 'customers' , 'patients', 'parents', 'students', 'clients', 'debtors', 'guests', or whatever. This short book gives you models and countless tips on handling (and surviving) them. The book's goal is to help you calm hardcore customers, keep their business, AND reduce your stress.

The author is a customer service expert and service trainer who shares his on-the-job models and experiences that his participants find most useful. He's an American who has lived and worked in 40 other countries and has lived in Malaysia since 1995. His unique perspective-- both East and West-- will give you new ideas to handle tough customers.

The book covers multiple types of hardcore customers like: The 'Never-Satisfieds', The 'Don't Cares', 'Abusives', 'Bullies', 'Know-It-Alls', 'Chatterboxes', 'Sarcastics', VIPs, and others. The book provides many practical, easy service recovery models to keep you focused when 'verbal bullets' are flying around.

We look at conflict (the non-violent type) and multiple service recovery models to use when you encounter it. Conflict is generally 'good' because if we can survive conflict, we usually become closer to that person. Many of our best friends, family members, even customers are close to us because we have overcome conflict and problems--- together. That said, the author shares those rare occasions where he and his colleagues have received death threats and what to do.

The book is written for people who handle tough people as part of their job. It can be via phone, in-person, email, or chat. The author knows the stress you go through and the requirements you need to do your job well. Peace.

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