Dealing with the Customer from Hell: A Survival Guide Tapa blanda - 2000

Información de la editorial

They yell and shout and try to intimidate. They're belligerent, abusive, condescending. They whine, and lie, and demand inordinate amounts of time. They push your buttons and raise your blood pressure. Customers from hell represent just a small fraction of the people that come into a store or use your services. Yet this small group profoundly affects how you feel about yourself and how you relate to all your other customers.

Dealing with the Customer from Hell offers realistic, practical, and often fun solutions to this bane of retail employees, through LESTER, a six-step guide to solving most difficult situations:
-- listen to your customer; -- echo the issue;
-- sympathize with the customer's emotional state; -- thank the customer;
-- evaluate your options; -- respond with a win-win solution.