Guide to Handling Difficult Customers

5-1/2" x 8-1/2", softcover, 8 pages, 10 copies per pack, PLUS 10 Glancers $29.95. Table of Contents Glancers Sample Section Order Now

It’s happened to every customer service rep. They answer the phone or say hello and the customer seems angry or upset right from the start. It’s easy to fall into the trap of taking things personally and becoming defensive, angry, or intractable in response.

Now, you can help your reps turn those customers around.

The Customer Service Professional’s Guide to Handling Difficult Customers takes readers through seven steps to transform a dissatisfied customer into a satisfied, loyal, long-term customer who knows your company can be counted on.

The Guide includes information your reps can use right away to understand why customers become angry or upset; techniques they can use to calm customers and remain calm themselves; detailed complaint handling techniques including key words and phrases; plus an important section on how to recover from a difficult call and get ready to give the next caller first-class service.

To learn more about the Guide to Handling Difficult Customers, you may read the sample section, Techniques for calming customers down. You’ll see how much useful, skillbuilding information is packed into a brief page of this practical guide.

The Guide to Handling Difficult Customers is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful message.

New: Glancers are included for each rep

To help your reps keep the important techniques and key phrases in Guide to Handling Difficult Customers fresh in their minds, your package includes 10 copies of the Guide plus 10 Glancers.

Just peel and stick these colorful Glancers to computer monitors or dividers and reps will have a handy reminder of the important lessons learned in the Guide. Reps will “glance” up to be sure they have covered all of the important elements of the call and to refresh their memory with key words and phrases.

The Glancers are a valuable addition to this important training guide.

Table of Contents