Handling Angry & Hostile Customers: Pinpoint Customer Service Skill Development Training Series - Softcover

Bednarz, Timothy F.

Softcover

ISBN 10: 1882181263 ISBN 13: 9781882181261

Verlag: Majorium Business Press, 2011

Inhaltsangabe

"Handling Angry and Hostile Customers" provides strategies and techniques to deal with angry and hostile customers. It helps customer service representatives to deal with the stress and pressure of dealing with openly hostile customers, frustrated with their experience with your company, who feel free to vent their feelings and emotions on them. Its unique advantage is to educate your employees to learn the tactics, strategies and techniques to effectively diffuse the customers’ anger and quickly determine the root cause of the problem, properly utilizing available resources to quickly resolve problems to the customers’ satisfaction. These techniques and strategies reduce employee stress, while reducing customer frustration by arriving at a satisfactory solution, increasing customer satisfaction. If you or your employees: are unable to understand what causes customer anger and hostility; possess a lack of accountability for the company’s problems and issues; display inadequate credibility; cause repeated customer complaints; fail to define customer expectations and establish trust with customers, then this book will help effectively solve these problems.

Über diesen Titel

Über die Autorin bzw. den Autor

Timothy F. Bednarz, Ph.D. is the author of the 125 books included in Pinpoint Skill Development Training Series. He has also authored “Great! What Makes Leaders Great,” which was selected by “Foreword Review Magazine” as one of the top ten career books published in 2011, as well as a finalist in the “2011 Foreword Review Book of the Year Awards.” He is also a contributing author of “Practical Ethics for the Food Professional” (Wiley and Sons, New York, NY), which will be published in 2013. Dr. Bednarz brings a wide spectrum of over 30 years of professional experience as a business consultant and entrepreneur, buttressed by years of extensive research on the best practices of successful entrepreneurs and business leaders to create a number of truly unique books and content published on his blog and in a number of magazine articles. He has the distinctive ability to organize data and information to visualize trends and patterns to develop and highlight effective solutions, as well as to take complex topics and concepts and make them understandable to the average person. This allows him to develop unique insight and perspectives, which he shares with his readers and audiences in his books and presentations. It is because of these abilities, that his books are unique in the content he provides, including focusing how to apply his recommended solutions to the workplace. His work incorporates the lessons he learned from his own personal struggles as an entrepreneur, where he experienced disappointments and adversity and succeeded through a personal vision, supported by his persistence and perseverance, allowing him to empathize with his audience and present unique solutions from the perspective of one who has been in the trenches and who communicates what works and what detours and barriers to avoid. Using these skills, Timothy Bednarz conceptualized and developed the Pinpoint Skill Development Training Series, a comprehensive professional business library, after working as a consultant with hundreds of companies since 1980. He identified the critical skills that contributed to their success, and identified the best practices in each area of their businesses. Based upon his research, the tightly focused skill development books were created and designed after he distilled his knowledge and expertise into concise and easily understood concepts to improve performance, generate results and meet the specific objectives of his customers.

Details zur Ausgabe

• Verlag: Majorium Business Press
• Erscheinungsdatum: 2011
• Sprache: Englisch
• ISBN 10: 1882181263
• ISBN 13: 9781882181261
• Einband: Taschenbuch
• Anzahl der Seiten: 46
• Kontakt zum Hersteller: Nicht verfügbar
• Verantwortliche Person: Nicht verfügbar