Calming upset customers : staying effective during unpleasant situations
Publication details: New Delhi : Viva Books, 2004. Edition: 3rd edDescription: xiv, 80 p. : ill. ; 22 cmISBN: 8176496863Subject(s): 1. Customer services. 2. Customer complaints. 3. Customer satisfaction. 4. CommunicationDDC classification: 658.812 MOR| Item type | Current library | Home library | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
English Lending
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Villa College Library | Villa College Library | 658.812 MOR (Browse shelf(Opens below)) | Available | 3325 |
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Contents:
Introduction
Part 1: The Importance of Calming Upset Customers
1. Customer Satisfaction: Everyone's Job
2. Upset Customers Don't Come Back
3. You Want Customers to Complain A Learning Opportunity
Part 2: Why Customers Get Upset
4. Start by Looking for the Cause
5. A Customer Could Be Upset Because...
6. Avoiding Upsets Returning Calls
Part 3: Preventing Behaviors That Irritate Others
7. Be Proactive in Preventing Escalation
8. Personal Presentation
9. Nonverbal Communication
10. Words That Make a Difference
Part 4: Practicing Behaviors That Calm Customers
11. Taking Action to Reverse Anger
12. The Customer Wants
13. Listening Habits
14. More Words to Watch
15. Additional Pointers
16. Calming Customers Over the Phone
17. Calming Customers Via E-Mail
18. Steps for Dealing with an Upset Customer
19. A Note About Case Studies
20. After the Customer Has Gone
21. Don't Take It Personally or Bore Your Co-Workers
22. Review: What Did We Cover?
Part 5: Tips for Managers
23. Guidelines for Managers
24. Creating an Environment for Customer Satisfaction
25. Using This Book for a Staff Meeting
26. When Managers Calm Upset Customers
27. Managing Upset Employees
Includes bibliographical references.
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