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Annotation 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.
Annotation Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book
Annotation This guide helps managers determine which of their problem employees may need a little encouragement, a little direction, a full-fledged attitude adj
Annotation This job survival guide offers real-life strategies for dealing with the officious boss. Employees are introduced to the FIRST approach, which advoca
"'Dealing with the customer from hell' provides realistic, proven strategies for working with those 'special people' who drive you mad. It identifies the variou
From former UN Ambassador and author of the New York Times bestseller The Education of an Idealist Samantha Power, the Pulitzer Prize-winning book on America's
