How To Deal With Difficult Customers

Author : Dave Anderson
Publisher : John Wiley & Sons
Page : 123 pages
File Size : 51,9 Mb
Release : 2013-05-21
Category : Business & Economics
ISBN : 9781118761618

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How to Deal with Difficult Customers by Dave Anderson Pdf

Praise for How to Deal with Difficult Customers "The application of the ten key strategies in this book will help every sales professional learn how to deal with the truly difficult and how to avoid creating unnecessary difficulties. It's written with the same wit, humor, and inspiration that have made Anderson's prior books so effective." --Margaret Callihan, President, Chairman, and CEO, SunTrust Bank, Florida "Anderson knocks another one out of the park with How to Deal with Difficult Customers! The problem is real; Anderson's solutions make sense and, as always, he makes you laugh in the process." --Mike Roscoe, Editor in Chief, Dealer Magazine "I could not put this book down. It's a salesperson's bible, offering clear and concise how-to advice. If you're in the selling profession and want to sell more, you should read this book . . . twice." --Warren Lada, Senior Vice President, Saga Communications "An individual executing the ideas within this book will change their own life and their organization. No one has the gift like Anderson to articulate the importance character plays in maximizing potential." --Mike Tomberlin, CEO, The Tomberlin Group "Throw out all your other sales manuals. Anderson's new book will change the way you look at customers, the way your salespeople look at themselves, and, quite frankly, the way you look at the sales process." --Dan Janal, President, PRleads.com "What are you waiting for? We all have difficult customers. If you're tired of leaving money on the table because you can't handle them, read this book. If your good customers are turning into difficult customers, read this book. If you want to deliver results year-in and year-out, read, re-read, and apply the lessons of this book." --Randy Pennington, author, Results Rule!

Author : Noah Fleming,Shawn Veltman
Publisher : Red Wheel/Weiser
Page : 195 pages
File Size : 45,9 Mb
Release : 2017-11-20
Category : Business & Economics
ISBN : 9781632658890

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Dealing with Difficult Customers by Noah Fleming,Shawn Veltman Pdf

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.

Author : Don R. Crawley,Paul R. Senness
Publisher : Soundtraining Net
Page : 164 pages
File Size : 46,9 Mb
Release : 2011-05-05
Category : Computer industry
ISBN : 0983660700

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The Compassionate Geek by Don R. Crawley,Paul R. Senness Pdf

Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

Author : Alison Green
Publisher : Ballantine Books
Page : 306 pages
File Size : 46,8 Mb
Release : 2018-05-01
Category : Business & Economics
ISBN : 9780399181818

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Ask a Manager by Alison Green Pdf

From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together

Author : Robert Bacal
Publisher : Bacal & Associates
Page : 207 pages
File Size : 53,6 Mb
Release : 1998
Category : Civil service
ISBN : 9780968372234

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Defusing Hostile Customers Workbook by Robert Bacal Pdf

Author : Robert Bacal
Publisher : Bacal & Associates
Page : 191 pages
File Size : 49,9 Mb
Release : 2011-02-28
Category : Business & Economics
ISBN : 9781452803807

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If It Wasn't for the Customers I'd Really Like This Job by Robert Bacal Pdf

Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.

Author : A. Oade
Publisher : Springer
Page : 264 pages
File Size : 48,5 Mb
Release : 2011-10-31
Category : Business & Economics
ISBN : 9780230358997

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Managing Challenging Clients by A. Oade Pdf

Do you need to deliver an effective service to challenging and unreasonable internal or external clients? Do you worry that you'll lose business or take a reputational hit if you don't do so well enough? This book introduces a valuable set of tools through which to build, maintain and manage your client-facing relationships.

Author : Aryana Konnor
Publisher : Zen Mastery Srl
Page : 44 pages
File Size : 42,5 Mb
Release : 2021-02-06
Category : Electronic
ISBN : 6069837355

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Customer Success by Aryana Konnor Pdf

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.

Author : Michael Janda
Publisher : New Riders
Page : 401 pages
File Size : 42,6 Mb
Release : 2013-05-27
Category : Art
ISBN : 9780133409567

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Burn Your Portfolio by Michael Janda Pdf

It takes more than just a design school education and a killer portfolio to succeed in a creative career. Burn Your Portfolio teaches the real-world practices, professional do's and don'ts, and unwritten rules of business that most designers, photographers, web designers, copy writers, programmers, and architects only learn after putting in years of experience on the job. Michael Janda, owner of the Utah-based design firm Riser, uses humor to dispense nugget after nugget of hard-won advice collected over the last decade from the personal successes and failures he has faced running his own agency. In this surprisingly funny, but incredibly practical advice guide, Janda's advice on teamwork and collaboration, relationship building, managing clients, bidding work, production processes, and more will resonate with creative professionals of all stripes.

Author : Renee Evenson
Publisher : AMACOM
Page : 242 pages
File Size : 44,6 Mb
Release : 2013-10-15
Category : Business & Economics
ISBN : 9780814432990

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Powerful Phrases for Dealing with Difficult People by Renee Evenson Pdf

How to Manage Work Relationships in a Constructive Way that Leads to Success. Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial. Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personalities and bring about a positive outcome. Powerful Phrases for Dealing with Difficult People is packed with practical and easy-to-use tactics such as: 325 powerful phrases to communicate effectively, as well as powerful actions to take in support of those phrases. 30 common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each. Nonverbal communication actions to back up your words. Sample dialogues that demonstrate how phrasing improves interactions. A five-step process for moving from conflict to resolution. "Why This Works" sections that provide detailed explanations. Often, an employee who can interact well with others and feels comfortable handling conflict will be promoted over an employee who possesses greater job or technical knowledge. From egotistical bosses to meeting monopolizers, you'll learn how to develop the skills to handle any type of conflict with anyone.

Author : Roy C. Lilley,Roy Lilley
Publisher : Kogan Page Publishers
Page : 164 pages
File Size : 47,7 Mb
Release : 2006
Category : Business & Economics
ISBN : 0749447516

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Dealing with Difficult People by Roy C. Lilley,Roy Lilley Pdf

Dealing with Difficult People looks at individual behaviour, what drives it and how to cope with it. It explains how to recognize and understand difficult people and their actions as a means to resolve problematic situations and awkward issues. A practical, accessible book, it is essential reading for managers looking to improve performance, sales people looking to win more business and for anyone who has to deal with difficult colleagues or the public.

Author : Dr. Rick Brinkman,Dr. Rick Kirschner
Publisher : McGraw Hill Professional
Page : 128 pages
File Size : 43,8 Mb
Release : 2006-04-07
Category : Business & Economics
ISBN : 0071487158

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Dealing With Difficult People by Dr. Rick Brinkman,Dr. Rick Kirschner Pdf

Explains how to: Identify 10 bothersome behaviors and deal successfully with each of them Understand why people become difficult Use sophisticated techniques to neutralize whining, negativity, attacks, tantrums and more Cultivate the nine "take-charge" skills that prevent people from becoming difficult

Author : Richard Gallagher
Publisher : AMACOM
Page : 209 pages
File Size : 55,9 Mb
Release : 2013-03-20
Category : Business & Economics
ISBN : 9780814431849

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The Customer Service Survival Kit by Richard Gallagher Pdf

Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover: how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.

Author : Carrie Mason-Draffen
Publisher : Red Wheel/Weiser
Page : 190 pages
File Size : 51,5 Mb
Release : 2007-01-01
Category : Business & Economics
ISBN : 9781564149381

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151 Quick Ideas to Deal with Difficult People by Carrie Mason-Draffen Pdf

Presents advice for dealing with difficult individuals in the workplace, using examples of specific situations along with responses and actions that can be effective in reducing conflict.

Author : Renée Evenson
Publisher : HarperChristian + ORM
Page : 303 pages
File Size : 53,6 Mb
Release : 2012-09-12
Category : Business & Economics
ISBN : 9780814420331

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Powerful Phrases for Effective Customer Service by Renée Evenson Pdf

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.