Calming Upset Customers, Third Edition: Staying Effective During Unpleasant Situations

by Rebecca L. Morgan

Book Overview

Aims to 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... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 1560526696
• ISBN13: 9781560526698
• Release Date: January 2003
• Publisher: Axzo Press
• Length: 82 Pages
• Weight: 1.80 lbs.
• Dimensions: 0.2" x 7.9" x 10.0"

Customer Reviews

Good little resource.

I purchased this book to help me teach a customer service class. I teach workforce readiness classes in a woman's prison. The book was a great addition to the class. I made a questionnaire packet for each topic in the book and alloted time for the women to read, discuss and review every day.

Effective To Combine With Discussion About Specific Workgroups

Overall I thought this was a very useful book. I think it would be most helpful as a resource for supervisors and others who are training about customer service, rather than giving it to an employee or group of employees, telling them to read it, and assuming they will be able to apply it to their situation. For example, there is a short section (all the material is presented in relatively short, easy-to-read sections) that covers how to avoid crying in front of customers, and one reminding employees not to smoke in front of a customer. That might not be an issue for any employee in some work groups, but could be useful for others. I used it as resource material for training about working with internal customers, since some employees seem to deal far better with strangers than with co-workers and those in other offices or sections. This text, especially some of the re-phrasing exercises, reminded me of ways to present that training more effectively. Overall this is an easily understood, basic guide with interactive material.

The Best Guide to Calming Upset Customers

This is a very simple, short book, and that's good--unlike most business books, it doesn't fill its pages with unnecessary fluff to pad the page count. The exercises are fun and easy, and this book is highly recommended for anyone that has to deal with customers.

Easy to Implement

This book is easy to read, easy to understand and easy to put into action.

Calming Upset Customers benefits everyone in the workplace.

Morgan's book is practical and packed with workable strategies. With the US workplace seeing a rise in violence, this is a skill to develop and use as if your life depended on it. "Calming Upset Customers" is set up in seven easy-to-complete sections with questionnaires for analysis of coping strategies, hints on danger signal to watch for, and constructive suggestions on how to avoid "them fightin' words." The lessons focus on developing practical skills in dealing with customers, and working through this inter-active book will strengthen your ability to handle hassle. From knowing when to forget a customer, to what to do when a valued employee is in the wrong, this book will be valuable to managers creating an environment for customer satisfaction. This book is in the top ten best sellers for Crisp Publishers, and it has been translated into German, French, Italian, Spanish and Korean. Apparently the upset customer problem is not limited to the US workplace!