Calming Upset Customers: Stay in Control... In Any Situation - Brossura

Morgan, Rebecca L.

Brossura

ISBN 10: 1426018347 ISBN 13: 9781426018343

Casa editrice: Crisp Pub Inc, 2009

Riassunto

When a customer is upset with your company, you have an opportunity. You can ?become the company,? defuse the situation, win the customer over, and ensure continued business. That's a lot. But anyone can learn the skills that are necessary. There is no single technique for every customer, but the collection of skills outlined here will work in any industry.

Su questo libro

Contenuti

Part 1: The Importance of Calming Upset Customers
Customer Satisfaction: Everyone's Job
Upset Customers Don't Come Back
You Want Customers to Complain
A Customer Is...
Assessing Yourself
Part Summary

Part 2: Why Customers Get Upset
Start by Looking for the Cause
Avoidable Upsets
Listening and Returning Calls
Part Summary

Part 3: Preventing Behaviors That Irritate Others
Personal Presentation
Nonverbal Communication
Words That Make a Difference
Part Summary

Part 4: Practicing Behaviors That Calm Customers
Take Action to Reverse Anger
Ten Steps for Dealing with an Upset Customer
Case Studies
After the Customer Has Gone
Part Summary

Part 5: Tips For Managers
Creating an Environment for Customer Satisfaction
Using this Book for a Staff Meeting
Calming Upset Customers and Employees
Part Summary

Dettagli dell?edizione

• Editore: Crisp Pub Inc
• Data di pubblicazione: 2009
• Lingua: Inglese
• ISBN 10: 1426018347
• ISBN 13: 9781426018343
• Rilegatura: Copertina flessibile
• Numero edizione: 4
• Numero di pagine: 86
• Contatto del produttore: non disponibile