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Originally written for use in the public sector, this book is equally applicable to other sectors and industries. Essentially a "course in a book" and based on our seminar of the same name, the workbook walks you through over 100 techniques and strategies to teach you how to deal more effectively with difficult, hostile and angry customers.
Unique in scope and style, this book was described by one amazon.com purchaser as the "bible for dealing with difficult customers.
We are
pleased to announce our "seminar in a book", Defusing Hostile Customers Workbook
(PS Version). Weighing in at full book length (over 200 pages), some consider
this the Bible on the subject of dealing with difficult, angry or manipulative
customers, regardless of industry. In fact this book has been used by a number
of government and universities for course work, including the University of New
Mexico and State Govt. of S. Carolina. Here's a review from a satisfied
amazon.com purchaser:
The BEST
customer service resource ever written!, Reviewer: Autumn Bell from
ALBUQUERQUE, NM USA
Robert Bacal has
filled a niche that has been empty for too long - customer service literature
that focuses on the public sector. Most customer service material is geared
toward the private sector - retail, manufacturing, etc. Advice on such topics as
winning customer loyalty, pricing, word-of-mouth advertising, etc. doesn't
always apply to the world of the government agency, the university, or the Motor
Vehicles Department. In many public sector jobs, telling people "no" and telling
them what they "must" do is a regular part of the job - and this leads to a
natural increase in hostility from patrons.
I have
researched countless customer service books, programs and resources to use here
at our public institution. Not only is Robert Bacal's material one of the only
sources geared specifically to the public sector, it is also one of the best
sources on handling upset, angry, or hostile customers that I've ever seen - for
any type of workplace! Beginning with a four-part model (or process) for
defusing hostile customers, he then goes into countless specific tips and
techniques that are as practical as they are effective. He goes so far beyond
the trite techniques found in other customer service materials to cover topics
such as: · how to tell someone "no" in a way that doesn't elicit hostility ·
handling non-verbal intimidation · verbal self-defense · a step-by-step process
for "solving" customer problems · dealing with threats · and much more! Examples
of dialogue and written exercises in each section help readers apply the
material. We have tried these techniques here at work and the results have been
outstanding. I highly recommend this book for anyone who encounters customers,
clients, patients, students, or members of the public - whether you work in the
public or the private sector. This is the best source on handling customers you
can find!
The book itself is
based on the Bacal & Associates seminar of the same name which has been
delivered to over 10,000 people over the past few years. It was created to help
those that could not arrange to attend the live two day seminar.
Contents include
exercises for every chapter, with associated answers at the back of the book.
Content is drawn from a number of sources, including the disciplines of
psychology, psycholinguistics and sociology. But it's written in plain every day
language.
Here are just a few
of the topics included:
. Nature of Hostile
Behaviour Click to read
. How Hostile Situations Escalate
. Principles
of Defusing
. Art of Self-Control
. Starting Off Successfully
.
Using Co-operative Language
. Verbal Self-Defense Techniques
.
Acknowledgement Tactics
. Countering Non-Verbal Intimidation
. Referral
Techniques
. Telephone Hostility
. Limit Setting
So, take the
course, learn to understand and defuse angry people using these
techniques.
Price:
$32.95 OR LESS depending on electronic or printed version. You can
licence for multiple copies at 75% savings. |
Conflict Management 
