Description
Provides guidelines and techniques for successfully coping with customers, minimizing stress, and increasing confidence
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Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelinesfor coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. In the bestselling tradition of Delivering Knock Your Socks Off Service, the authors' "pep talk" includes concrete tips on how to: sympathize withthe customer; take a call, transfer a caller, or end a call smoothly; defuse angry customers; maintain a positive frame of mind...and more!
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