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Summarizing The Various Defusing Hostile Customers Techniques: Ideal For Keeping At Your Work Area
At the request of one of our seminar clients, we created a stand alone summary of many of the defusing techniques for dealing with angry customers. The idea is simple.
You can't keep a book by your work station and be able to look up specific techniques to use when dealing with a difficult customer. Or use a book to remind yourself of your available options. So, we created a "job aid" -- a two sided 8.5 x 11 inch "card" so employees could find what they are looking for, when they need it.
Since we have a free partial preview, rather than describe this mini-guide further for you, you can take a look for yourself.
Defusing Hostility And Anger LearnBytes by Robert Bacal