| Winning with the Customer from Hell: A Survival Guide Contributor(s): Belding, Shaun (Author) |
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ISBN: 1550226304 ISBN-13: 9781550226300 Publisher: ECW Press OUR PRICE: $16.16 Product Type: Paperback - Other Formats Published: April 2004 Annotation: Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer's emotional state, thanking the customer, evaluating one's opinion, and responding with a win-win solution. |
| Additional Information |
| BISAC Categories: - Business & Economics | Customer Relations |
| Dewey: 658.812 |
| Series: Winning with the ... from Hell Series |
| Physical Information: 0.56" H x 5.44" W x 8.1" (0.68 lbs) 230 pages |
| Descriptions, Reviews, Etc. |
| Publisher Description: They yell and shout and try to intimidate. They whine and demand inordinate amounts of time. They push your buttons and raise your blood pressure. Who are they? They're the Customers from Hell. Winning with the Customer from Hell by Shaun Belding offers realistic, practical, and anecdotal solutions to this problem. |