StartGroepenDiscussieMeerTijdgeest
Doorzoek de site
Onze site gebruikt cookies om diensten te leveren, prestaties te verbeteren, voor analyse en (indien je niet ingelogd bent) voor advertenties. Door LibraryThing te gebruiken erken je dat je onze Servicevoorwaarden en Privacybeleid gelezen en begrepen hebt. Je gebruik van de site en diensten is onderhevig aan dit beleid en deze voorwaarden.

Resultaten uit Google Boeken

Klik op een omslag om naar Google Boeken te gaan.

If It Wasn't For The Customers I'd Really…
Bezig met laden...

If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber. (editie 2011)

door Robert Bacal

LedenBesprekingenPopulariteitGemiddelde beoordelingAanhalingen
612,615,901 (4)1
Are you bedeviled by your difficult customer? Are angry or emotional customers taking out their fears and frustrations on you? Do you find yourself "taking home difficult customers" and letting them rent space in your head? Finally, do you want to take control of even the toughest customer situations, and handle them professionally, quickly, and effectively while reducing your stress levels? Written for anyone dealing directly with customers in any industry from hospitality to business to business this book provides you with both the principles and words to defuse almost all difficult and scary customer situations. Here are just a few of the things you will learn to do: Why it's in YOUR interest to learn how to defuse volatile customer situations Why customers act in manipulative, aggressive and even childish ways How the verbal abuse game works, and how to stop the game cold How to apply the CARP system for defusing customers How to maintain SELF-CONTROL so you don't lose your cool, and get "baited" How to start off customer interaction well and PREVENT escalation How to choose your words so you come across as helpful and cooperative How to say no without being antagonistic How to get customers to STOP ranting, yelling and being aggressive, and getting them to LISTEN How to apply verbal self-defense techniques to TAKE control ...and tons more. This 8.5 x 11 inch book goes beyond what you've ever been taught about difficult customer situations, and allows you to stop feeling like you are powerless in the face of angry customers. It helps you decide what to do, and what to say, and goes way beyond the ";be nice"" advice so often mentioned in other books and training. You WILL learn from the 176 pages of 120 defusing tactics you'll learn. There are even chapters for supervisors and managers (and how they can help), dealing with groups of customers and "the audience effect" and dealing with customers in social media. It's time to stop feeling like a victim, and empower yourself to be the "go to" person with "tough customers". Not only will you increase enjoyment of your job, and reduce your stress levels, but you'll enhance your career prospects. Managers and supervisors DO notice when you can defuse the customers who are "nightmares". That means career advancement.… (meer)
Lid:MrsLee
Titel:If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber.
Auteurs:Robert Bacal
Info:CreateSpace Independent Publishing Platform (2011), Paperback, 188 pages
Verzamelingen:Gelezen, maar niet in bezit
Waardering:****
Trefwoorden:nonfiction, self-help, work, customer service, angry customers, r2014

Informatie over het werk

If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber. door Robert Bacal

Geen
Bezig met laden...

Meld je aan bij LibraryThing om erachter te komen of je dit boek goed zult vinden.

Op dit moment geen Discussie gesprekken over dit boek.

» Zie ook 1 vermelding

I am the General Manager of a hotel. After several incidents of hostile, abusive and rude guests, I realized that my staff and I have never really been trained in how to handle people who are not happy. We have simply been reacting and surviving. I purchased this with the hope that it would be a resource to begin training my staff so that their frustrations would be minimized, and our guest's issues would be resolved in a better way.

I believe this is a good place to start. The book is insightful into the causes of anger and frustrations of the customer, as well as into the reactions of the employee who is caught in the maelstrom. It gives practical advice layer upon layer of how to handle difficult people with finesse and respect. It also talks about online interactions, telephone interactions and instances where there is a "crowd" or audience for the angry person. I especially like the very end when Bacal gives various ways to practice what he has tried to teach, and to review.

There are quite a few proof-reading issues in the book, it is also slow and repetitive. The author says this is for a purpose, but it tended to frustrate me, and I think it might make a person who was a less avid reader discouraged. Sometimes it seemed he would only state the problems, not the solutions. However, if you stuck with it, by the end of the chapter there were some solutions. ( )
  MrsLee | Feb 3, 2014 |
geen besprekingen | voeg een bespreking toe
Je moet ingelogd zijn om Algemene Kennis te mogen bewerken.
Voor meer hulp zie de helppagina Algemene Kennis .
Gangbare titel
Oorspronkelijke titel
Alternatieve titels
Oorspronkelijk jaar van uitgave
Mensen/Personages
Belangrijke plaatsen
Belangrijke gebeurtenissen
Verwante films
Motto
Opdracht
Eerste woorden
Citaten
Laatste woorden
Ontwarringsbericht
Uitgevers redacteuren
Auteur van flaptekst/aanprijzing
Oorspronkelijke taal
Gangbare DDC/MDS
Canonieke LCC

Verwijzingen naar dit werk in externe bronnen.

Wikipedia in het Engels

Geen

Are you bedeviled by your difficult customer? Are angry or emotional customers taking out their fears and frustrations on you? Do you find yourself "taking home difficult customers" and letting them rent space in your head? Finally, do you want to take control of even the toughest customer situations, and handle them professionally, quickly, and effectively while reducing your stress levels? Written for anyone dealing directly with customers in any industry from hospitality to business to business this book provides you with both the principles and words to defuse almost all difficult and scary customer situations. Here are just a few of the things you will learn to do: Why it's in YOUR interest to learn how to defuse volatile customer situations Why customers act in manipulative, aggressive and even childish ways How the verbal abuse game works, and how to stop the game cold How to apply the CARP system for defusing customers How to maintain SELF-CONTROL so you don't lose your cool, and get "baited" How to start off customer interaction well and PREVENT escalation How to choose your words so you come across as helpful and cooperative How to say no without being antagonistic How to get customers to STOP ranting, yelling and being aggressive, and getting them to LISTEN How to apply verbal self-defense techniques to TAKE control ...and tons more. This 8.5 x 11 inch book goes beyond what you've ever been taught about difficult customer situations, and allows you to stop feeling like you are powerless in the face of angry customers. It helps you decide what to do, and what to say, and goes way beyond the ";be nice"" advice so often mentioned in other books and training. You WILL learn from the 176 pages of 120 defusing tactics you'll learn. There are even chapters for supervisors and managers (and how they can help), dealing with groups of customers and "the audience effect" and dealing with customers in social media. It's time to stop feeling like a victim, and empower yourself to be the "go to" person with "tough customers". Not only will you increase enjoyment of your job, and reduce your stress levels, but you'll enhance your career prospects. Managers and supervisors DO notice when you can defuse the customers who are "nightmares". That means career advancement.

Geen bibliotheekbeschrijvingen gevonden.

Boekbeschrijving
Haiku samenvatting

Actuele discussies

Geen

Populaire omslagen

Snelkoppelingen

Waardering

Gemiddelde: (4)
0.5
1
1.5
2
2.5
3
3.5
4 1
4.5
5

Ben jij dit?

Word een LibraryThing Auteur.

 

Over | Contact | LibraryThing.com | Privacy/Voorwaarden | Help/Veelgestelde vragen | Blog | Winkel | APIs | TinyCat | Nagelaten Bibliotheken | Vroege Recensenten | Algemene kennis | 203,188,683 boeken! | Bovenbalk: Altijd zichtbaar