This book is designed to cover how to effectively turn upset customers into loyal ones in the shortest time possible. Its easy-to-read, easy-to-understand format can be used for self-study or classroom training. With a wealth of hands-on exercises, this book keeps you engaged and helps you retain critical customer service skills.
When a customer is upset with your organization, you are presented with the ultimate opportunity. You can “become the company,” defuse the situation, win the customer over, and ensure continued business. There is no single technique for every customer, but the collection of skills outlined in this self-paced book will work in any industry.
This book is so popular, one company bought 50,000 copies to train all their staff. It has sold over 250,000 worldwide.