Dealing With Difficult Customers A Complete Guide To Handling Angry Demanding And Difficult Customers Using The N E W Model For Exceptional Service
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Dealing With Difficult Customers A Complete Guide To Handling Angry Demanding And Difficult Customers Using The N E W Model For Exceptional Service
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Author : Gerard Assey
language : en
Publisher: Gerard Assey
Release Date : 2024-07-04
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 has been published by Gerard Assey this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-07-04 with Business & Economics categories.
‘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.
Dealing With Difficult Customers
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Author : Noah Fleming
language : en
Publisher: Red Wheel/Weiser
Release Date : 2017-11-20
Dealing With Difficult Customers written by Noah Fleming and has been published by Red Wheel/Weiser this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-11-20 with Business & Economics categories.
Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem. Dealing with Difficult Customers will show you: How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more. How “Hungry Hippos” and “Problem Children” are sapping your employees time and energy and what to do about them. The behaviors that turn great customers into dissatisfied critics and how to change them.
Customer Success
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Author : Aryana Konnor
language : en
Publisher: Zen Mastery Srl
Release Date : 2021-02-06
Customer Success written by Aryana Konnor and has been published by Zen Mastery Srl this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-02-06 with categories.
Customer Success: The Essential Guide On How to Deal With Difficult Customers, Learn Effective Customer Service Techniques and Strategies on How You Can Win Difficult Customers Every businessman and entrepreneur worth his salt knows that the most important element for every business is the people. It's not your products or the revenue but the people. An ideal situation would be that all of your customers are 100% happy all the time, but this is impossible. At some point, some of them would be unsatisfied. It is important to understand what to expect from your customers and what your customers expect of you so you can provide great customer service that would leave both parties happy and satisfied. Studies have shown that customers are more likely to remember a negative customer experience than a positive one so it's important that you know how to turn around any negative experience your customer had with your product or organization. This book will give you the best tips and ideas on how to provide the best customer service to your customers. You will discover how to understand or think like your customers so you always know how to handle them. You will learn various techniques on how to deal and manage difficult customers. You will learn different ways on how to provide support and care for your customers. In this book, the following topics will be discussed: The Power of Customer Service Types of Difficult Customers Dealing With Difficult Customers It is said that customer service is what ultimately makes or breaks any company because no matter how great your product is if you can't provide quality customer service when the going gets tough, customers can easily find another great product to replace yours. And don't underestimate the power of word of mouth. If you want to learn more about the best strategies on how to provide excellent customer service, scroll up and click "add to cart" now.
Call Center Interview Questions And Answers The Guide Handbook
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Author : Chetan Singh
language : en
Publisher: Chetan Singh
Release Date :
Call Center Interview Questions And Answers The Guide Handbook written by Chetan Singh and has been published by Chetan Singh this book supported file pdf, txt, epub, kindle and other format this book has been release on with Business & Economics categories.
"Call Center Interview Questions and Answers: The Guide Handbook" is the ultimate resource for anyone looking to ace their call center job interview. This comprehensive guide is packed with practical tips and strategies for preparing for the interview, answering common and behavioral questions, and tackling technical questions with confidence. The book begins by providing an overview of call center roles and responsibilities, highlighting the importance of call center interviews, and outlining key strategies for preparing for the interview. It then dives into a wide range of interview questions, including common questions, behavioral questions, and technical questions related to call center software and tools. Throughout the book, readers will find sample answers to each question, along with detailed explanations and tips for tailoring their responses to fit the specific needs of the company and the job they're applying for. The book also includes a glossary of call center terminology, allowing readers to familiarize themselves with key industry terms and concepts. With "Call Center Interview Questions and Answers: The Guide Handbook" in hand, readers will feel confident and prepared as they head into their call center job interviews. Whether you're a seasoned professional or just starting out in the industry, this book is an essential resource for anyone looking to succeed in the competitive world of call center customer service.
Managing Difficult Customer Behaviour
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Author : Monique Richardson
language : en
Publisher:
Release Date : 2020-09
Managing Difficult Customer Behaviour written by Monique Richardson and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-09 with Consumer behavior categories.
During unprecedented times where customer expectations continue to rise, unfortunately so does customer aggression. Customer service has always involved managing difficult behaviour, but those on the frontline often find themselves on the receiving end of verbal and physical abuse with little insight into how to effectively manage the conflict. In the new book, Managing Difficult Customer Behaviour: Practical Guide for Confident Conversations, Service Leadership and Customer Service Expert Monique Richardson draws upon over 20 years' experience to provide a practical guide for frontline teams to handle customers with confidence and skill.This timely and much-needed book is full of proven tips and techniques to help create positive customer experiences and manage these challenging customer interactions. Through anecdotes and easy to follow tactics, Monique empowers managers and team members to remain confident and professional during tricky conversations. Trying times often bring out the worst (and best) in people, but Managing Difficult Customer Behaviour empowers those in service roles with the skills needed to deliver quality customer experiences through the effective management of tough customers.
Perfect Phrases For Customer Service Hundreds Of Tools Techniques And Scripts For Handling Any Situation
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Author : Robert Bacal
language : en
Publisher: McGraw Hill Professional
Release Date : 2005-01-20
Perfect Phrases For Customer Service Hundreds Of Tools Techniques And Scripts For Handling Any Situation written by Robert Bacal and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-01-20 with Business & Economics categories.
Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com
Take G R E A T C A R E The Ultimate Guide To Great Customer Service
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Author : Gerard Assey
language : en
Publisher: Gerard Assey
Release Date : 2023-04-13
Take G R E A T C A R E The Ultimate Guide To Great Customer Service written by Gerard Assey and has been published by Gerard Assey this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-04-13 with Business & Economics categories.
No business today can afford to ignore two very important people -2C’s: Your Customer and Your Competitor! The person in front of you is your Customer, and if this person is not treated well, then the person behind you (Your Competitor!) is waiting to grab him as he drops from your list! Therefore knowing how to win and retain customers is the single most important business skill that anyone can learn. The business world makes way for the person who brings in the business and the money…and that’s the person who wins and keeps customers. In today’s service-oriented economy, excellent service is more than a competitive weapon-it’s a survival skill but distressingly only a few organizations are really delighting their customers. Rest assured that if you don’t provide this excellent service, someone else would! “TAKE G.R.E.A.T C.A.R.E!- The Ultimate Guide to Great Customer Service” will help you do just that! It will help create a memorable experience for every customer, by exceeding expectations and going beyond satisfying their needs- making it easy to do business…thereby making everybody win! The Customer, your Company and the Employees! KEY Contents in the Book 1. The Importance and Benefits of Providing Great Customer Service 2. How Customers are lost! 3. How valuable are Customers and what do they really want 4. YOU are the KEY! Attributes of a Customer Service Professional 5. Conducting and Presenting Yourself as a Customer Service Professional! 6. Steps to a Professional Customer Service Call 7. Professional Telephone Skills 8. Handling Complaints and Irate Customers 9. Steps to Improving your Service-Setting Standards 10. Learning to Manage Stress for continued Success 11. A Final Word! 12. About the Author
50 Activities For Achieving Excellent Customer Service
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Author : Darryl S. Doane
language : en
Publisher: Human Resource Development
Release Date : 2003
50 Activities For Achieving Excellent Customer Service written by Darryl S. Doane and has been published by Human Resource Development this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Customer services categories.
Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
How To Handle Angry And Difficult Customers
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Author :
language : en
Publisher:
Release Date : 1996
How To Handle Angry And Difficult Customers written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Customer services categories.
Customer Service Training 101
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Author : Renee Evenson
language : en
Publisher: AMACOM
Release Date : 2010-10-06
Customer Service Training 101 written by Renee Evenson and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-10-06 with Business & Economics categories.
Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.