Table of Contents and Preface To Defusing Hostile Customers Workbook (Read it free)

Do you want an overview of over 120 strategies and tactics you can use with difficult customers, even those that are aggressive and angry?

In this first section of the book, you can take a look at what we see as the necessary skills and tactics any customer service representative should have, no matter if he or she deals with internal customers, works in a call center, or in the hospitality industry, retail, or service sectors.

Value: The Table of Contents can be particularly useful for instructional designers and trainers in customer service, because it brings together, in one place, the skills, knowledge and approaches that can be included when developing customer service seminars. It's, in fact, a blueprint for training, since the book, and the exercises are based on Robert Bacal's seminars for dealing with the most difficult customers.

To browse the table of contents, and the book preface click here to open or download the file.