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Defusing Hostile Customers Workbook (Third Edition2010): A Self-Instructional Workbook For Public Sector Employees

 

Amazon reviewer Autumn Bells says:

Robert Bacal has filled a niche that has been empty for too long - customer service literature that focuses on the public sector. Most customer service material is geared toward the private sector - retail, manufacturing, etc. Advice on such topics as winning customer loyalty, pricing, word-of-mouth advertising, etc. doesn't always apply to the world of the government agency, the university, or the Motor Vehicles Department. In many public sector jobs, telling people "no" and telling them what they "must" do is a regular part of the job - and this leads to a natural increase in hostility from patrons. I have researched countless customer service books, programs and resources to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace! Beginning with a four-part model (or process) for defusing hostile customers, he then goes into countless specific tips and techniques that are as practical as they are effective. He goes so far beyond the trite techniques found in other customer service materials to cover topics such as: · how to tell someone "no" in a way that doesn't elicit hostility · handling non-verbal intimidation · verbal self-defense · a step-by-step process for "solving" customer problems · dealing with threats · and much more! Examples of dialogue and written exercises in each section help readers apply the material. We have tried these techniques here at work and the results have been outstanding. I highly recommend this book for anyone who encounters customers, clients, patients, students, or members of the public - whether you work in the public or the private sector. This is the best source on handling customers you can find!


Top : Best Practices In Customer Service: Find best practices in customer service, examples of company successes and how they did it, and related customer service case studies.

Articles:

Customer Service, Not Customer Servitude - by Dr. John T. Self
When service staff must deal with rude customers who treat them like servants, the service staff can start to feel like servants and not customer service providers. There are ways to prevent this attitude taking shape. Read this article to learn what you can do to help your staff retain their great attitude that reflects your company's customer service ethic. pop (Added: 14-Dec-2004 Hits: 3894 )


The Best Little Grocery Store In America - by Susan Greco
Green Hills Farms, a small family grocery in upstate New York, has big companies around the country clamoring to know the secrets behind its powerful customer-loyalty program. (Added: 10-Apr-2006 Hits: 567 )


Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls - by n a
It should be a straightforward business scenario: making sure that the delivery documentation from the supplier or haulier matches up with the documentation at the target destination. (Added: 18-May-2006 Hits: 424 )


The Inspector - by Norm Brodsky
CEO Norm Brodsky argues that pride is the most powerful force in your business. Here's a look at how business owners stimulated pride -- and a companywide obsession in customer service, in the process. (Added: 10-Apr-2006 Hits: 319 )


6 Ways to Find Out What Your Customers Think - by Eric Garner
You may deliver the best service in the world. But if it is not what people want, you're wasting your time. Implement one, two, three or all of the these techniques, and your service and product will improve overnight. (Added: 19-Apr-2006 Hits: 1269 )


If It's Broke, Fix It - by Seth Godin
This article suggests that you put yourself in your customer's shoes in order to learn best what customer service means to your customers. It may be a shorter wait for taxi service, or more help locating items that you wish to purchase at your home supply store. (Added: 7-Mar-2005 Hits: 815 )


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Customer Service
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Pages Updated On: 27-Aug-2010 - 15:01:16