Bacal & Associates   Defusing Hostile Customers Workbook - Electronic Version

Defusing Hostile Customers Workbook - Electronic Version

If you deal with difficult, stubborn, angry or aggressivecustomers this "seminar in a book" is an ideal way to increase your skills at defusing hostile customers. Not just a book you read, but complete with exercises, assignments to try, and skill buillding components. Truly a unique approach to helping you reduce the stress, and time associated with dealing with hostile customers.

Electronic Downloadable Version

Buy the book today -- use it to learn, and apply what you learn on the job, tomorrow. Written for government, but applies everywhere.

Weighing in at full book length (over 200 pages), some consider this the Bible for dealing with difficult, angry or manipulative customers, regardless of industry. Used by a number of government and universities, including the University of New Mexico and State Govt. of S. Carolina. Here's a review from an amazon.com purchaser:

The BEST customer service resource ever written!, Reviewer: Autumn Bell from ALBUQUERQUE, NM

Robert Bacal has filled a niche that has been empty for too long - customer service literature that focuses on the public sector. Advice on such topics as winning customer loyalty, pricing, word-of-mouth advertising, etc. doesn't always apply to the world of the government agency, the university... In many public sector jobs, telling people "no" and telling them what they "must" do is a regular part of the job - and this leads to a natural increase in hostility from patrons.

I have researched countless customer service books, programs and resources to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace!

He goes so far beyond the trite techniques found in other customer service materials... Examples of dialogue and written exercises in each section help readers apply the material. We have tried these techniques here at work and the results have been outstanding. I highly recommend this book for anyone who encounters customers, clients, patients, students, or members of the public - whether you work in the public or the private sector. This is the best source on handling customers you can find!

Based on the Bacal & Associates seminar of the same name which has been delivered to over 10,000 people over the past few years. It was created to help those that could not arrange to attend the live two day seminar.

Contents include exercises for every chapter, with associated answers at the back of the book. Content is drawn from a number of sources, including the disciplines of psychology, psycholinguistics and sociology. But it's written in plain every day language.

Here are just a few of the topics included:

• Nature of Hostile Behaviour
• How Hostile Situations Escalate
• Principles of Defusing
• Art of Self-Control
• Starting Off Successfully
• Using Co-operative Language
• Verbal Self-Defense Techniques
• Acknowledgement Tactics
• Countering Non-Verbal Intimidation
• Referral Techniques
• Telephone Hostility
• Limit Setting and Following Through
• Special Chapter For Supervisors and Managers

...and there's so much more.

Usage: Great for individual employees, but also an ideal way for companies to help their employees deal with difficult customers. We offer significant bulk discounts to purchasers who need more than one copy. A number of our clients use this book as a basis for their customer service training!

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