Bacal, Robert
Defusing Hostile Customers Workbook
- ISBN 13:
- 9781450585743
- author:
- Bacal, Robert
- format:
- Paperback
- publisher:
- Createspace
- language:
- English
- Publication Year:
- 2010
- Pages:
- 190
- Dimensions:
- 25.1 x 20.1 x 1.8 cm
- Genre:
- Business & Economics
- Condition:
- New
- Availability:
- Item usually sent within 7 working days
Description
Defuse Hostile Customers Workbook (Third Edition) is a practical guide for public sector employees. This self-instructional workbook provides over 80 specific tactics to help you manage difficult customers, reducing stress and improving safety for both employees and clients. By learning how to defuse hostile situations, you can convey a constructive and caring image to government customers, even in the face of abuse. The book covers essential topics such as verbal self-defense techniques, acknowledgment tactics, and referral methods, along with hands-on exercises and key answers provided at the back of the book. Suitable for both employees and managers, this workbook offers a comprehensive approach to dealing with angry and irate customers, helping you to set limits and enforce them for mutual benefit.
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