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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 : Customer Service - Health Sector: Doctors, nurses, and those that work in health care settings (including HMO's) deal with people who are often stressed and need special care. Learn how customer service applies to those that work in the health sector, and with people with health problems.

Articles:

COMPETITIVE ADVANTAGE: HOSPITALS HOPE BETTER CUSTOMER SERVICE WILL INCREASE PATIENT - by Toni Fitzgerald
More on how hospitals are looking at better customer service to increase patient satisfaction and the bottom line. (Added: 16-Sep-2008 Hits: 584 )


Evidence-based pandemonium - by Christopher W. Bryan-Brown, Kathleen Dracup
The public, with considerable, though at times anecdotal, justification, has laid a heavy burden on the healthcare professions. This has been fueled by the Institute of Medicine's publication, To Err Is Human: Building a Safer Health System. (3) Members of the public want greater safety in their hospitals and to know that they are being treated optimally. (Added: 23-Oct-2004 Hits: 579 )


The Good Leader - management skills - by Kent Bottles
What are the traits of successful leaders and can they be applied to those of us in health care? Leaders must deal with conflict to get a group of people to move in the same direction. Successful leaders learn to have difficult conversations that increase understanding and morale and creatively deal with the inevitable interpersonal conflicts present in every organization made up of people. (Added: 23-Oct-2004 Hits: 1144 )


Case Study: How One Hospital Turned Around Financially by focusing on patients and employees - by Linda Heuring
Patients first: how a financially sagging hospital revived itself with a customer service approach that makes patients and employees its top priorities - Employee Relations. Good reading and in depth. (Added: 16-Sep-2008 Hits: 605 )


CPC Corner: Dealing With The Angry Patient - by Edward C Wang, MD
Angry patients and families pose one of the biggest challenges for a clinician, for encountering this type of tense emotion often triggers one's own fight-or-flight responses. Any person who is met with anger tends either to react with anger or with the desire to flee. Remaining calm, professional, and empathetic to the emotions of the patients is sometimes very difficult for any of us, but there are communication skills that can be used to defuse anger and re-establish effective dialogue with patients and their families. (Added: 14-Nov-2004 Hits: 1615 )


Rx for hospitals: Customer service can improve the bottom line - Houston Business Journal: - by Houston Business Journal
Customer service isn't just a nicety, but contributes to the bottom line, even for hospitals. This articles explains how focusing on customer service in hospitals can improve the bottom line. (Added: 16-Sep-2008 Hits: 810 )


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