Handling Angry And Hostile Customers

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The Compassionate Geek

Author : Don R. Crawley
Publisher : Soundtraining Net
ISBN 13 : 9780983660705
Total Pages : 164 pages
Book Rating : 4.6/5 (67 download)

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Book Synopsis The Compassionate Geek by : Don R. Crawley

Download or read book The Compassionate Geek written by Don R. Crawley and published by Soundtraining Net. This book was released on 2011-05-05 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

If It Wasn't for the Customers I'd Really Like This Job

Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 1452803803
Total Pages : 191 pages
Book Rating : 4.4/5 (528 download)

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Book Synopsis If It Wasn't for the Customers I'd Really Like This Job by : Robert Bacal

Download or read book If It Wasn't for the Customers I'd Really Like This Job written by Robert Bacal and published by Bacal & Associates. This book was released on 2011-02-28 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.

Defusing Hostile Customers Workbook

Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 0968372236
Total Pages : 207 pages
Book Rating : 4.9/5 (683 download)

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Book Synopsis Defusing Hostile Customers Workbook by : Robert Bacal

Download or read book Defusing Hostile Customers Workbook written by Robert Bacal and published by Bacal & Associates. This book was released on 1998 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Handling Angry and Hostile Customers

Author : Timothy F. Bednarz
Publisher :
ISBN 13 : 9781882181261
Total Pages : 34 pages
Book Rating : 4.1/5 (812 download)

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Book Synopsis Handling Angry and Hostile Customers by : Timothy F. Bednarz

Download or read book Handling Angry and Hostile Customers written by Timothy F. Bednarz and published by . This book was released on 2011-04-11 with total page 34 pages. Available in PDF, EPUB and Kindle. Book excerpt: Handling Angry & Hostile Customers is a training guide that features eight training lessons, each presenting a unique concept, questions to facilitate comprehension and action plans to transfer learning to the working environment.

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000

Author : Pete Blackshaw
Publisher : Crown Currency
ISBN 13 : 038552675X
Total Pages : 210 pages
Book Rating : 4.3/5 (855 download)

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Book Synopsis Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 by : Pete Blackshaw

Download or read book Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 written by Pete Blackshaw and published by Crown Currency. This book was released on 2008-07-08 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"—blogs, social networking pages, message boards, product review sites—even a single disgruntled customer can broadcast his complaints to an audience of millions. Blackshaw shows managers, marketers, and business leaders how to establish and maintain credibility for their brand by being authentic, listening and responding to customers, and forming relationships built on openness, transparency, and trust.Filled with stories based on his experience working with Fortune 500 brands such as Toyota, Dell, Nike, Sony, General Motors, Hershey, Unilever, Nestlé, Lexus, and Bank of America, Blackshaw offers a clear strategy to sustain a competitive advantage by creating enduring, loyal relationships with today’s consumer.

De-Escalate

Author : Douglas E. Noll
Publisher : Simon and Schuster
ISBN 13 : 1501176250
Total Pages : 256 pages
Book Rating : 4.5/5 (11 download)

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Book Synopsis De-Escalate by : Douglas E. Noll

Download or read book De-Escalate written by Douglas E. Noll and published by Simon and Schuster. This book was released on 2017-09-12 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by award-winning author, highly experienced mediator, and co-founder of the Prison of Peace project, Douglas E. Noll, De-Escalate gives you the proven process to calm any angry person or volatile situation in 90 seconds or less. Based on the practical experience of a master mediator and grounded in the latest findings in neuroscience, Douglas Noll offers his proven process—to empower you to successfully and efficiently de-escalate an angry person or volatile situation in 90 seconds or less—and how to apply this skill in all areas of life. We live in a more socially polarized time nationally and globally than ever before, as arguments easily flare up, aggression and bullying rises, and lines are drawn over politics, religion, and ideology. De-Escalate provides a new set of social listening and communication skills that solve the problem of what to do with angry, emotional people. The quick and effective techniques detailed in De-Escalate will help anyone dealing with this increase in anger from outside sources or anger in themselves. With simple, easy-to-understand steps, De-Escalate walks you through real-life examples and scenario-based conversations in order to create resolutions, build emotional intelligence, and cultivate empathy and healing. This book will teach the precise tools to master becoming a peacemaker, cultivating ways to co-exist and co-respect others in an increasingly hostile world.

Defusing Hostile Customers Workbook (Third Edition2010)

Author : Robert Bacal
Publisher : Bacal & Associates
ISBN 13 : 1450585744
Total Pages : 192 pages
Book Rating : 4.4/5 (55 download)

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Book Synopsis Defusing Hostile Customers Workbook (Third Edition2010) by : Robert Bacal

Download or read book Defusing Hostile Customers Workbook (Third Edition2010) written by Robert Bacal and published by Bacal & Associates. This book was released on 2010-04-06 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn to: save time dealing with unreasonable customers reduce intensity of customer anger increase safety of employees and customers reduce stress related to angry customers convey image of constructive caring to government customers even when they are abusive set limits for angry customers and enforce them for mutual benefit Government and public sector departments and employees often deal with angry, irate, upset, manipulative, and aggressive citizens and customers, due to their regulatory responsibilities. Often employees are under-trained to deal with angry customers, leaving them at risk, while government agencies look uncaring and cold. Angry, unsatisfied clientele eat up hours of staff time. Government departments CAN provide excellent customer service. A critical step is learning how to defuse angry people so that the agency and the customer work TOGETHER. Defusing Hostile Customers -- A Self-Instructional Workbook For Public Sector Employees is a "seminar in a book" and contains an amazing collection of specific phrases and actions that can be learned by any public sector employee, drawn from modern understanding of psychology of aggression and psycholinguistics. There are over 80 specific tactics to be applied, and most chapters contain hands-on exercises and "homework", with key answers provided at the back of the book. Here's just a taste of the content: Government Context Nature of Hostile Behavior How Hostile Situations Escalate Principles of Defusing Art of Self-Control Starting Off Successfully Using Co-operative Language Verbal Self-Defense Techniques Acknowledgment Tactics Countering Non-Verbal Intimidation Referral Techniques Telephone Hostility Limit Setting There's even a chapter for managers and supervisors. This third edition (2010) is a unique blend of science and art not available anywhere else, and is based on the input of thousands of government employees over two decades.

Dealing with Customer's Anger and Hostility

Author : Timothy F. Bednarz
Publisher :
ISBN 13 : 9781621010760
Total Pages : pages
Book Rating : 4.0/5 (17 download)

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Book Synopsis Dealing with Customer's Anger and Hostility by : Timothy F. Bednarz

Download or read book Dealing with Customer's Anger and Hostility written by Timothy F. Bednarz and published by . This book was released on 2013-04-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: "Dealing with Customer’s Anger and Hostility" 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.

Anger Management for Substance Abuse and Mental Health Clients

Author : Patrick M. Reilly
Publisher :
ISBN 13 :
Total Pages : 68 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Anger Management for Substance Abuse and Mental Health Clients by : Patrick M. Reilly

Download or read book Anger Management for Substance Abuse and Mental Health Clients written by Patrick M. Reilly and published by . This book was released on 2002 with total page 68 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Hug Your Haters

Author : Jay Baer
Publisher : Portfolio
ISBN 13 : 1101980672
Total Pages : 240 pages
Book Rating : 4.1/5 (19 download)

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Book Synopsis Hug Your Haters by : Jay Baer

Download or read book Hug Your Haters written by Jay Baer and published by Portfolio. This book was released on 2016-03 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes a detachable folded poster of "The Hatrix."

Why We Get Mad

Author : Dr. Ryan Martin
Publisher : Watkins Media Limited
ISBN 13 : 1786784750
Total Pages : 197 pages
Book Rating : 4.7/5 (867 download)

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Book Synopsis Why We Get Mad by : Dr. Ryan Martin

Download or read book Why We Get Mad written by Dr. Ryan Martin and published by Watkins Media Limited. This book was released on 2021-01-12 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is THE book on anger, the first book to explain exactly why we get mad, what anger really is - and how to cope with and use it. Often confused with hostility and violence, anger is fundamentally different from these aggressive behaviours and in fact can be a healthy and powerful force in our lives. What is anger? Who is allowed to be angry? How can we manage our anger? How can we use it? It might seem like a day doesn't go by without some troubling explosion of anger, whether we're shouting at the kids, or the TV, or the driver ahead who's slowing us down. In this book, the first of its kind, Dr. Ryan Martin draws on 20 years plus of research, as well as his own childhood experience of an angry parent, to take an all-round view on this often-challenging emotion. It explains exactly what anger is, why we get angry, how our anger hurts us as well as those around us, and how we can manage our anger and even channel it into positive change. It also explores how race and gender shape society's perceptions of who is allowed to get angry. Dr. Martin offers questionnaires, emotion logs, control techniques and many other tools to help readers understand better what pushes their buttons and what to do with angry feelings when they arise. It shows how to differentiate good anger from bad anger, and reframe anger from being a necessarily problematic experience in our lives to being a fuel that energizes us to solve problems, release our creativity and confront injustice.

Dealing with Difficult Customers: A Complete Guide to Handling Angry, Demanding, and Difficult Customers Using the N.E.W. Model for Exceptional Service

Download Dealing with Difficult Customers: A Complete Guide to Handling Angry, Demanding, and Difficult Customers Using the N.E.W. Model for Exceptional Service PDF Online Free

Author : Gerard Assey
Publisher : Gerard Assey
ISBN 13 :
Total Pages : 102 pages
Book Rating : 4./5 ( download)

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Book Synopsis Dealing with Difficult Customers: A Complete Guide to Handling Angry, Demanding, and Difficult Customers Using the N.E.W. Model for Exceptional Service by : Gerard Assey

Download or read book Dealing with Difficult Customers: A Complete Guide to Handling Angry, Demanding, and Difficult Customers Using the N.E.W. Model for Exceptional Service written by Gerard Assey and published by Gerard Assey. This book was released on 2024-07-04 with total page 102 pages. Available in PDF, EPUB and Kindle. Book excerpt: ‘Dealing with Difficult Customers- A Complete Guide to Handling Angry, Demanding, and Difficult Customers Using the N.E.W. Model for Exceptional Service’ is so comprehensive that it equips professionals at all levels with the essential skills to navigate and excel in challenging customer interactions. Grounded in practicality and empathy, this book explores the psychology behind customer behaviors, offering insights into emotional and rational triggers that drive difficult interactions. It categorizes and provides detailed strategies for handling various types of difficult customers—from the High Roller to the Constant Critic and beyond—using proven techniques like the N.E.W. Model (Navigate, Empathize, Win). With a focus on fostering service excellence and building lasting customer relationships, each chapter offers actionable advice, real-world examples, and scenario-based exercises. From managing personal emotions and defusing conflicts to implementing effective follow-up strategies, this book empowers readers to transform customer challenges into opportunities for growth and loyalty. Whether you're in customer service, management, or entrepreneurship, this book is your indispensable companion to mastering the art of exceptional customer care.

Coping with Difficult People

Author : Robert M. Bramson, Ph.D.
Publisher : Dell
ISBN 13 : 0440202019
Total Pages : 242 pages
Book Rating : 4.4/5 (42 download)

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Book Synopsis Coping with Difficult People by : Robert M. Bramson, Ph.D.

Download or read book Coping with Difficult People written by Robert M. Bramson, Ph.D. and published by Dell. This book was released on 1988-09-01 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bosses, friends, family members, they've made your life hell -- until now! Based on fourteen years of research and observation, Dr. Robert Bramson's proven-effective techniques are guaranteed to help you right the balance and take charge of your life. Learn how to: Stand up to anyone -- without fighting. Blunt a sniper's attack. Get a clam to talk. Cut off a Sherman tank at the pass. Manage bulldozers. Get stallers off the dime. Move a complainer into a problem-solving mode. Learn the six basic steps that allow you to cope with just about anyone. Reclaim the power the rightfully belongs to you in any relationship!

Defusing Angry People

Author : Kevin Fauteux
Publisher :
ISBN 13 : 9780882823492
Total Pages : 212 pages
Book Rating : 4.8/5 (234 download)

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Book Synopsis Defusing Angry People by : Kevin Fauteux

Download or read book Defusing Angry People written by Kevin Fauteux and published by . This book was released on 2011 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: "We have all encountered angry people and each of us has, at times, felt angry. But today, anger seems to have become a more pervasive and sometimes violent presence in our lives...Kevin Fauteux presents proven strategies and practical techniques to defuse angry and potentially violent people. 'Defusing Angry People' teaches readers the ways to manage combustible situations such as calming a verbally abusive person, not being intimidated by a bully, handling a serious threat and protecting one's self from volatile encounters..."--P. [4] of cover.

Amaze Every Customer Every Time

Author : Shep Hyken
Publisher : Greenleaf Book Group
ISBN 13 : 1626340102
Total Pages : 249 pages
Book Rating : 4.6/5 (263 download)

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Book Synopsis Amaze Every Customer Every Time by : Shep Hyken

Download or read book Amaze Every Customer Every Time written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2013-09-03 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

Biff

Author : Bill Eddy
Publisher : Unhooked Books
ISBN 13 : 1936268353
Total Pages : 158 pages
Book Rating : 4.9/5 (362 download)

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Book Synopsis Biff by : Bill Eddy

Download or read book Biff written by Bill Eddy and published by Unhooked Books. This book was released on 2011-05 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: This little book gives more than 20 examples of BIFF responses--brief, informative, friendly, and firm--for all areas of life, plus additional tips to help readers deal with high-conflict people anywhere. 158 pp.

Dealing with an Angry Public

Author : Lawrence Susskind
Publisher : Simon and Schuster
ISBN 13 : 0684823020
Total Pages : 296 pages
Book Rating : 4.6/5 (848 download)

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Book Synopsis Dealing with an Angry Public by : Lawrence Susskind

Download or read book Dealing with an Angry Public written by Lawrence Susskind and published by Simon and Schuster. This book was released on 1996-04-17 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Some portion of the American public will react negatively to almost any new corporate initiative, as Disney discovered when it announced its plans to build an historical theme park in Virginia. Similarly, government efforts to change policy or shift budget priorities are invariably met with stiff resistance. In this enormously practical book, Lawrence Susskind and Patrick Field analyze scores of both private and public-sector cases, as well as crisis scenarios such as the Alaskan oil spill, the silicone breast implant controversy, and nuclear plant malfunction at Three Mile Island. They show how resistance to both public and private initiatives can be overcome by a mutual gains approach involving face-to-face negotiation, a strategy applied successfully by over fifteen hundred executives and officials who have attended Professor Susskind's MIT-Harvard "Angry Public" seminars.Susskind and Field outline the six key elements of this approach in order to help business and government leaders negotiate, rather than fight, with their critics. In the process, they show how to identify who the public is, whose concerns to address first, which people and organizations must be convinced of the legitimacy of action taken, and how to assess and respond to different types of anger effectively. Acknowledging the crucial role played by the media in shaping public perception and understanding, Susskind and Field suggest a way to develop media interaction which is consistent with the six mutual gains principles, and also discuss the type of leadership that corporate and government managers must provide in order to combine these ideas into a useful whole.We all need to be concerned about a society in which the public's concerns, fears and anger are not adequately addressed. When corporate and government agencies must spend crucial time and resources on rehashing and defending each decision they make, a frustrated and angry public contributes to the erosion of confidence in our basic institutions and undermines our competitiveness in the international marketplace. In this valuable book, Susskind and Field have produced a strong, clear framework which will help reduce these hidden costs for hundreds of executives, managers, elected and appointed officials, entrepreneurs, and the public relations, legal and other professionals who advise them.