Winning with the Customer from Hell: A Survival Guide

Winning with the Customer from Hell: A Survival Guide

Shaun Belding
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Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer's emotional state, thanking the customer, evaluating one's opinion, and responding with a win-win solution. Retailers come away with tested strategies for turning nightmare customers into friends.
Year:
2004
Publisher:
Ecw Press
Language:
english
Pages:
232
ISBN 10:
1550226304
ISBN 13:
9781550226300
Series:
Winning with the . . . from Hell series
File:
PDF, 17.70 MB
IPFS:
CID , CID Blake2b
english, 2004
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