Calming Upset Customers, Third Edition: Staying Effective During Unpleasant Situations (50-Minute Series)

Type

Book

Authors

Rebecca Morgan

ISBN 10

1560526696

ISBN 13

9781560526698

Tags

Economics, Decision-Making & Problem Solving, Customer Relations, Decision Making, Computers & Technology

Description

This course will demonstrate communication techniques that build customer loyalty, and how to defuse customer anger with attentive listening and empathy, focus on the customer's needs without blaming, and respond to personal accusations without becoming defensive. Customers are your most important assets, but sometimes they get upset. It's critical to learn what steps to take to address the situation quickly and tactfully, and what can be done to keep the customer coming back. You will learn how listening, nonverbal communication, feedback, and management all help to deal with an unhappy customer, and turn the situation into a positive one. - from Amzon

Number of Copies