Developing Customer Service Skills For 30+ Years
Overblown Unreasonable Customer Desires Fed by Companies + Low Expectations = Hair Trigger Customer Behavior One thing that has changed over the years is that customers want more from companies. For example, twenty five years ago it would be unheard of (and laughable) if a…
Lip Service To Customer Service + Lack of Investment = Frustrated Customers No doubt you’ve heard the litany repeated over and over again. It’s all about customer service. You have to amaze the customer. You need to be faster than a speeding bullet. Go above…
Examples of the Exercises Included in the Defusing Hostile Customers Workbook The Defusing Hostile Customers Workbook can be used with or without doing the exercises contained in it, but it’s best to take the time to do them. Each chapter has a set of exercises, and space to…
Chapter II – Understanding Hostile and Angry Customer Behavior: Why They Do What Think about some the difficult customers you have encountered.. What did they look like? What did they do? What unpleasant things did they say? Here is an important question. What percentage of…
What Do Hostile, Angry Customer Interactions Look Like? This is an excerpt from If It Wasn’t For The Customers, I’d Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber. In this book excerpt we…
Exercise Answers – Chapter 11: The Nature of Hostile & Abusive Behavior 2. 1 Bait Identification 2.1.1 I want to speak to someone who knows what they are doing. Is there a man I can speak to? The customer is saying that you don’t know what…
This is a free excerpt from the Defusing Hostile Customer Workbook. While the book is written for use in the government context, you’ll find that the techniques, principles and tactics explained within are applicable to customer service and angry customers in any context or sector. Preface To The…
Chapter II – Part 1 The Nature of Hostile, & Abusive Behavior In this chapter, from Defusing Hostile Customers Workbook, we introduce some important definitions, and explain when and how people learn to be verbally aggressive. We also discuss the needs of angry people, and the rules of the…
Perfect Phrases For Customer Service Table of Contents Part 2 Due for release in late 2004, Perfect Phrases For Customer Service (McGraw-Hill) is a unique and simple method to learn how to deal with standard and difficult customer service situations. For your information, we have compiled a Table of…
When a Customer Interrupts a Discussion Between the Employee and Another Customer THE SITUATION You may face a situation where you are helping one customer and a second customer rushes up and interrupts your conversation. It may appear that you are caught between a rock and a hard…
