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If you and your staff deal with difficult, angry and hostile clients, make sure to check out "Defusing Hostile Customers Workbook", the complete learning solution to improve employee skills with difficult customers.

Click on the image below for more information.

Improve customer service for difficult and angry customers. Defusing Hostile Customers Workbook

 

  

Top : Customer Service : Suggested Books : Page 2

Customer Service : Suggested Books Help, Advice, Hints & Information

Defusing Hostile Customers Workbook (Public Sector)

 By Robert Bacal - Reader Comment:I have researched countless customer service books, ..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... one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace! Beginning with a four-part model (or process) for defusing hostile customers, he then goes into countless specific tips that are as practical as they are effective. (Added: 10-May-2001 Hits: 761 )

Creating Customer Connections : How to Make Customer Service a Profit Cente

 By Jack Burke - Part of a series of books "Taking Control", this is billed as a practical guide to improving customer service operations. Very positively reviewed and called a "must read" by the Midwest Book Review this book uses case studies and interviews aimed at helping staff strengthen customer loyalty and present a positive image to customers. (Added: 11-Feb-2002 Hits: 806 )

Customers.Com: How to Create a Profitable Business Strategy for the Interne

 By Patricia B. Seybold - We've included this for two reasons. One: Service to customers is starting to shift to electronic interactions via the internet, and we need to address that. Second, this is listed as the 25th BEST SELLING BOOK at Amazon.com which is absolutely astounding. (Added: 11-Feb-2002 Hits: 630 )

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Pages Updated On: 17-Dec-2008 - 21:38:37

 

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