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Handling Upset Customers : How to manage challenging customer situations, Paperback / softback Book

Handling Upset Customers : How to manage challenging customer situations Paperback / softback

Part of the Excel at Customer Service series

Paperback / softback

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How you handle emotional and upset customers can make the difference between gaining an advocate for the business or losing a customer. Many businesses have seen a steady rise in complaints and unhappy customers due to ever increasing customer expectations. It is more important than ever that staff are equipped to handle these situations without causing more upset. This book will help you develop the necessary skills and resilience to manage upset customers in a calm, confident and professional manner, to ease the situation and allow the customer to be heard with empathy. This book explores the importance of managing the emotions of both the customer and yourself, shares techniques to help you stay in control of the conversation and customers crossing the line and looks at methods of showing empathy and effectively following-up after the incident.

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£4.95

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